Calabrio Teleopti WFM helps National Express to keep passengers on the move - Calabrio

AT A GLANCE:

COMPANY: National Express

INDUSTRY: Travel Services

PRODUCTS USED: Calabrio Teleopti WFM

THE CHALLENGE:

Until recently National Express had been using an incumbent system to schedule staff shifts, however, it required a lot of manual intervention to create and change rotas. The old system lacked the ability to forecast into the future.

THE SOLUTION:

Recognizing the need for a more flexible, automated solution, the National Express management team selected Teleopti WFM. Unify Communications, a Teleopti business partner, initially introduced the WFM solution and managed the implementation working a longside Teleopti. Unify continues to provide first-line support to the National Express team and has been heavily involved in wider transformational projects within the National Express contact centre.

Calabrio Teleopti WFM helps National Express to keep passengers on the move

CASE STUDY: National Express

For customer service leaders at National Express the challenge is to provide a seamless, responsive service to customers while ensuring that all agents have the required rest breaks and holidays. With staff employed on different contracts, from full-time to part-time and the need for weekend cover, creating schedules that comply with working time regulations, ensuring staff well-being and meet the needs of the business is a tricky business.

OVERVIEW

National Express is the largest operator of scheduled coach services in the UK, operating high frequency services linking more than 900 destinations across the country, while Kings Ferry and Clarkes of London are long-established providers of rental and commuter buses. The organization also runs bus services and is the market leader in the West Midlands, the largest urban bus market outside of London.

Central to the National Express coach operations is a busy contact center with over 160 agents working complex shift patterns to provide service around the clock to ensure customer response on every day of the year. With the key hours covered from 8 a.m. until 10 p.m., the contact center ensures that there is always someone available to respond to customer calls, not to mention respond to the increasing number of online queries via Facebook, Twitter, email and live chat. Even outside of these core times the night team and the network operations team are available to respond to calls when the main customer service center is closed.
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Key requirements

For customer service leaders at National Express the challenge is to provide a seamless, responsive service to customers while ensuring that all agents have the required rest breaks and holidays. With staff employed on different contracts, from full-time to part-time and the need for weekend cover, creating schedules that comply with working time regulations, ensuring staff well-being and meet the needs of the business is a tricky business.

Choosing Calabrio Teleopti

Recognizing the need for a more flexible, automated solution, the National Express management team selected Calabrio Teleopti WFM. Unify Communications, a Teleopti business partner, initially introduced the WFM solution and managed the implementation working a longside Teleopti. Unify continues to provide
first-line support to the National Express team and has been heavily involved in wider transformational projects within the National Express contact center.

Golam Rabbani, Performance Manager at National Express, explained, “We looked at several web-based applications and sought recommendations for a new software solution. The feedback on Teleopti’s workforce management (WFM) solution was very positive. It has already proven beneficial by enabling us to speed up the scheduling process and build forecasts based on actual call  data.”

THE SOLUTION

National Express has 180 staff in total on Teleopti WFM, of which 160 are contact center agents with the remaining staff being managers and team leaders. The solution has been invaluable in supporting the company’s aim to deliver outstanding customer service. The contact center receives between 1800 and 2000 calls a day, increasing to 2500 at peak times, such as holiday times and rush hours, all of which are handled to resolution. Instances of bad weather can significantly increase inquiries both to the Network Control Centre (with breakdowns and traffic problems) and to the main customer services team handling calls about delays in the service.

Fortunately, Calabrio Teleopti WFM allows for the customer services teams to schedule additional agents who can work from home and be kept in contact by way of the cloud-based solution, therefore providing a seamless service. For some staff this also enables them the flexibility to be available for shifts in addition to their contracted hours.

Mobile app – MyTime

Teleopti MyTime, the staff portal, also provides a secure way for agents to view their shifts in advance and request changes or swaps. If they have the same skill sets or shift patterns as a colleague, then changes can be easily made on the go, using the mobile app. In other cases, the managers will re-run the shifts, ensuring that changes and holiday requests are accommodated, while checking there is sufficient cover. Using Calabrio Teleopti WFM to schedule the rotas provides the management team with a long-term view of up to six weeks in advance.

A flexible, automated solution for improved staff schedules

Since implementing Calabrio Teleopti WFM, National Express has seen considerable benefits, including increased visibility of shift patterns for staff. The automatically updated call data also provides a quick view of call demand against the forecast. Using the weekly resource forecast within Teleopti WFM enables overtime requests to be planned more cost-efficiently. The managers are also using metrics from the solution to manage call rates and agent breaks, to ensure adherence to working time legislation, while minimizing the impact on service levels.

Planning for an even better service delivery

The benefits of using Calabrio Teleopti WFM don’t stop there – future plans include analyzing call metrics and using more of the gamification features to help team managers improve both individual agent and team performance as well as  work efficiencies.

Why Calabrio Teleopti?

“The biggest difference since using Calabrio Teleopti WFM is that our staff can see their own shifts on their mobile phones and request shift changes easily without having to get manager approval. Plus, as a cloud-based solution, it gives us the ability to accommodate peaks in demand by keeping in touch with agents and allowing remote working if required. We can track our forecast against actual calls for future planning purposes and base our schedules on previous data. All we have to do is tweak the forecast instead of totally rebuilding the schedule which means a difference of 30 minutes work instead of six hours,” concluded Golam Rabbani.

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