Increasing Awareness of Agent Performance by ... - NICE Systems

CASE STUDY
CUSTOMER PROFILE:
Telecommunications
WEBSITE:
www.bellmobility.ca
LOCATION:
Toronto, Montreal, Vancouver, Atlantic Canada
BUSINESS NEED:
Bell Mobility set out to improve operational
efficiencies at multiple contact centers by:
Developing new tools and management approaches
to handle the complexities of a growing organization
Creating accurate forecasting methodologies to
accommodate new growth
NICE SMARTCENTER SOLUTIONS:
NICE IEX Workforce Management
THE IMPACT:
Heightened awareness of performance metrics
through a smart phone application for management
to review real-time performance
14% increase in service level performance
52% reduction in average speed of answer
2.3% reduction in cost-per-subscriber
Significant decrease in overtime costs
On the NICE Solution
“Top management needs to be directly engaged in
order to enable sweeping changes in contact center
performance. By making it easy for our executives to
view results right from their Blackberries, they are able
to take quick, decisive actions to bring the centers to
optimum productivity.”
- Marco Sciarra, Director of Workforce Planning and
Budgeting, Bell Mobility
Increasing Awareness of Agent
Performance by Expanding Awareness
of Results
About Bell Mobility
Bell is Canada’s largest communications company, providing consumers
and business with solutions to all their communications needs, including Bell
Mobility wireless voice and data services, Bell Internet, Bell Satellite TV and
Bell Fibe TV, Bell Home Phone local and long distance, and Bell Business
Markets IP-broadband and ICT services.
The Challenge
Since the explosion of cell-phone usage in the mid-nineties, Bell Mobility’s
contact center operations had evolved in a fashion typical of many wireless
providers. Bell’s operations were organized around core functions: general
customer service; technical support; specialized retention; channel support;
and specialized business/corporate teams. There were also a variety of
supporting and back office teams. And like its competitors, Bell was shifting
its focus from supporting a rapidly expanding base to improving both the
customer experience and the bottom line.
Bell Mobility’s workforce management team believed it could transform agents’
performance by harnessing the power of available technologies.
By combining the strength of its NICE IEX Workforce Management solution
with innovative uses and re-vamped business procedures, the team believed
it could bring about wide-sweeping improvements in speed, accuracy and
profitability.
www.nice.com

The Solution
Bell Mobility’s workforce management team launched the
transformation by outlining the core mission and objectives,
documenting workforce management processes, defining the new
organizational structure and roles and responsibilities and setting a
reasonable timeline to implement the new processes. This plan was
built with the various operations units.
To improve planning and forecasting accuracy, Bell Mobility adopted
non-linear capacity planning modules that followed newly defined
nomenclature conventions to improve planning and forecasting
accuracy. Integrating the capacity planning and budgeting teams
trued up operational and financial plans and reporting. The changes
have honed forecasting accuracy to within 2 percent.
To improve agent performance, the team significantly raised
awareness of real-time activities by delivering comprehensive results
in an easy-to-view format – right to managers’ most used devices
--- their smart phones. Using the NICE IEX Workforce Management
system’s performance metrics and its SmartSync integration
technology, the Bell WFM team developed Q Monitor, a new multi-
purpose application, which broadcasts call center and agent
performance metrics via dashboard displays to any web-enabled,
hand-held mobile device, such as the Blackberry Torch and iPhone 4.
Now, rather than having to log-on to a network interface, management
can get a real-time view of call center performance, whether in
the office, at home, or on-the-road. The WFM director and senior
management even have the ability to “tweet” commentary directly into
the tool’s dashboard, allowing them to spread timely information far
and fast.
“Top management needs to be directly engaged in order to enable
sweeping changes in contact center performance,” explained Marco
Sciarra, Director of Workforce Planning and Budgeting at Bell Mobility.
“By making it easy for our executives to view results from their
Blackberrys they are able to take quick, decisive actions to bring the
centers to optimum productivity.”
ABOUT NICE
SYSTEMS INC.
NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based
solutions that capture and analyze interactions and transactions, realize
intent, and extract and leverage insights to deliver impact in real time.
Driven by cross-channel and multi-sensor analytics, NICE solutions enable
organizations to improve business performance, increase operational efficiency,
prevent financial crime, ensure compliance, and enhance safety and security.
NICE serves over 25,000 organizations in the enterprise and security
sectors, representing a variety of sizes and industries in more than 150
countries, and including over 80 of the Fortune 100 companies. www.nice.
com.
The Q Monitor allows WFM managers to critique the performance
of the Real Time Analysts (drivers) submitting updates via the tool.
The tool has a built-in quality assessment application that allows
management to rate performance on several criteria, including
timeliness of response, clarity of communication, appropriateness of
action taken and service improvements and outcomes.
This functionality allows Real Time Analysts to know exactly where
their performance stands at any point in time, and is an important
feedback mechanism. Management must complete five quality
evaluations, per driver, per month.
“With drivers viewing their performance right on their Blackberries,
accountability increased, performance improved, and a friendly,
competitive spirit has emerged.”
Marco Sciarra, Director of Workforce Planning and Budgeting,
Bell Mobility
With a company adept at delivering “smart- phone” technologies
to its subscribers, it’s only logical to find its team developing such
intelligent workforce management practices.
www.nice.com