AT A GLANCE:
COMPANY: Jysk Fynske Medier
PRODUCTS USED: Calabrio Teleopti WFM
Jysk Fynske Medier’s subscription center instigated its move from manual-planning processes that could “get the job done,” to an automated system allowing for full integration of schedules and communication platforms.
A major reason for choosing Teleopti as JF Medier’s WFM provider is its 100% focus on WFM.
Jysk Fynske Medier exceeds expectations using Calabrio Teleopti WFM
CASE STUDY: Jysk Fynske Medier
A fourfold growth in the number of agents at Jysk Fynske Medier’s subscription center instigated its move from manual-planning processes that could “get the job done,” to an automated system allowing for full integration of schedules and communication platforms.
Jysk Fynske (JF) Medier is Denmark’s second largest media group with 13 newspapers, 64 weekly newspapers and five radio stations. On an average weekday, almost half a million people read one of its daily newspapers and weekly newspapers have a total of 1.6 million readers. JF Medier’s radio stations are heard by 700,000 listeners a week and its digital media generates 89 million page views each month.
The extensive consumption of its media means that JF Medier’s subscription team handles 30,000 calls a month and 5-6,000 emails. Working closely with the company’s outbound telemarketing department also generates 1,500-2,000 orders a month for agents to process. The customer service team consequently operates with seven workloads, and every agent is multiskilled, with the majority skilled in all seven areas.
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Need for a new system
The critical challenge for JF Medier was that the planning and management team were having to conduct all their workforce management (WFM) processes manually. JF Medier’s Resource Planner spent a minimum of 1-2 hours a day scheduling the following day and, if there were any changes needed they would have to start over.
Jeppe Uhre Havgaard Bjerrum, Subscriptions and Customer Service Manager at JF Medier, created forecasts based on historical data and “gut feeling.” As Jeppe says, “we didn’t have the chance to look into the future and discern something intelligent about how many calls we would get. Everything was done based on experience and what we thought and felt, no actual statistics to say, ‘this is the right thing to do.’”
Follow up on people’s numbers was challenging due to the disconnection between the phone system and Excel schedules. If management wished to follow up on adherence or effectiveness it was almost impossible as it would take hours to build the overview and by the time team leaders and managers were ready to use these figures in one-on-ones the numbers were already too old.
Choosing Calabrio Teleopti
JF Medier needed WFM automation that took away all the manual workings and instead offered intelligent, efficient insights due to the integration of the schedules and phone system. Though service and support wasn’t an initial factor in looking for a WFM vendor, Jeppe believes it has equally become a key factor during, and after, the software installation.
A major reason for choosing Calabrio Teleopti as JF Medier’s WFM provider is its 100% focus on WFM. Jeppe comments: “The fact that Teleopti does WFM as its sole product gave me a sense that it really knows what it’s talking about. It wasn’t a matter of upselling or that WFM was just something that you needed to have on the side of another product. Calabrio Teleopti does WFM well, and knows that it does it well. Plus, the references that Martin Degn [Teleopti’s Denmark Sales Manager] came with spoke for themselves.”
Fear of Big Brother
When faced with moving to an automated management system, many of JF Medier’s agents felt the classic fear of change. They worried that Calabrio Teleopti WFM would be a Big Brother system with no independent decisions or agent autonomy. It took work from Jeppe and his team leaders to explain the benefits. However, just before the launch everyone was accepting of it, and management made sure the center was overstaffed in the first days of running Calabrio Teleopti WFM so as not to have any overwhelming surprises.
A fresh start
Moving from an initial state of fear to acceptance, now all agents at JF Medier are feeling the benefit of automating planning processes. Jeppe evaluates, “I don’t think anyone in the workforce would say it isn’t better today than it was before we moved to Calabrio Teleopti WFM. All can see the value, for the company and for them as an employee.”
Particular value has come with the agents receiving a clear overview of what to do and when, via a self- service portal. There they can also see reports of their own KPIs, which they can follow from hour
to hour or at 15-minute intervals. Jeppe has noticed that agents now really care about their performance. Previously, it wasn’t in their mindset as they could work hard but never see beyond the numbers for the whole team. Now, agents can see if they have been individually successful, and take ownership of that.
• A 25-30% increase in the number of hours that agents were active on phones (rather than in downtime or after-call work), in first week of launching Calabrio Teleopti WFM.
• The service level goal of 80% of calls answered in 60 seconds was always met in the first two months of using Calabrio Teleopti WFM, with 95% answered in 60 seconds on some days.
• The abandon rate goal of 10% (handling 90% of calls) was exceeded by agents in the same twomonth period, with the actual average abandon rate at only 7%.
• Forecasting accuracy is at +/- 2-3% off the actual. Some days forecasts are 100% correct – Jeppe says, “I am amazed.”
Working with Calabrio Teleopti WFM
“I think the Teleopti WFM solution is user-friendly. It is complex but when you get the hang of it, it makes sense. We created forecasts for the second half of year just two weeks ago and, with a bit of thinking and looking at our old notes, we got through it in under an hour, which I think is user friendly,” reflects Jeppe.
On a day-to-day basis, managers and team leaders are able to instantly gain reports due to the integration of communication systems and schedules. Planners also see far greater effect in the work they do and can really impact each day’s effectiveness via intraday management tools.
Working with Calabrio Teleopti team
According to Jeppe, “I was very impressed at the level of service and help we had in the implementation phase. Niclas, the consultant, was amazing in the 6 days we had him at the office, he made complex matters very down to earth and understandable. Now that the solution is up and running, Niclas is there when all sorts of strange questions pop up.”
Niclas Lehtinen, Teleopti’s WFM consultant for JF Medier, says “We had a smooth project because of the good project group at JF Medier, they were fun to work with and really open minded regarding changes and scheduling.”
In line with driving agent engagement through awareness of their numbers, productivity has also been aided by easier access to information for one-on-ones and managers understanding agent competency better. There is equally more flexibility as employees can request time off while at home, or anywhere, with immediate responses, a possibility that will be used more going forward.
The engagement nurtured by JF Medier’s use of Teleopti WFM also ties in with their own efforts toward employee satisfaction. JF Medier currently conducts employee engagement surveys twice a year,
on the back of which management picks out two or three areas to work on, e.g., the level of information needed by agents or the physical environment. Academies are also run for all JF Medier employees about communication and how to be successful in one’s work life.
The future with Calabrio Teleopti WFM
The main focus of Jeppe and his team right now is on making Calabrio Teleopti WFM a 100% integrated part of everyday life in the center, so agents feel that it is a system that they have always used and will always use. There are a lot of changes going on, but once agents are settled, the idea is to see what could come from introducing Real Time Adherence.