Business acquisitions often result in technology gaps, limitations created by disparate systems, and sub-optimal workflows. These outcomes can lead to significant operational inefficiencies. Waterfield Tech revealed similar issues through our execution of an in-depth contact center assessment for an international insurance brokerage firm. Our assessment revealed a variety of challenges the organization faced, including a need to invest in workforce optimization tools to drive efficiencies and modernization.

The lack of these tools resulted in inaccurate capacity planning, which was taking a toll on the organization’s productivity. Call recording tools were used inconsistently across areas of the business. Most other workforce optimization activities, including forecasting, were completed manually. With a large operation of 2,500 agents across Europe, the US, and Australia, the organization realized it urgently needed to modernize for leaders to consistently optimize quality, staffing, and operations across business units and continents.

Waterfield Tech was selected to tackle this project given our long-standing history and deep expertise in solving complex challenges across contact center and workforce ecosystems.

Pilot program with Verint lays the foundation for efficiency

Waterfield Tech assembled a workforce optimization (WFO) team and began the process of modernizing by identifying the appropriate CX solution. Verint WFO was chosen for its industry leadership and extensive feature set, including quality management, workforce management,  and desktop process analytics. The solution was also a strong fit with the organization’s existing tools, and offered meaningful ROI and long-term viability.

With Verint in place, Waterfield Tech then proceeded with a 180-seat pilot program across three US business groups. Given the organization’s vast global divisions and their varied contact center integrations, a pilot was necessary to test the solution. The goal was to enable further evaluation of the system and key milestones prior to rolling it out across the global organization. Waterfield Tech provided:

• Governance and oversight
• Project management
• Installation, integration, application design, and configuration/setup
• End-customer and system-acceptance testing
• Project go-live support
• Training on quality management interactions including enterprise user management and application administration, form designer and end user
• Training on workforce management, including application administration, forecasting, and scheduling, management support, monitoring, and reporting
• Training on Scorecards and mobile app
• Technical training for staff and system engineers

“I just wanted to thank you for all the help you’ve given us with QM in Verint. […] You are definitely the one we could rely on for help and never misled us. We appreciate you!”

— Area customer service director

Waterfield Tech successfully implemented Verint’s modern workforce optimization platform. Our team leveraged automation and out-of-the box platform capabilities to establish baseline metrics and streamline scheduling, forecasting, and capacity planning for the client.

Efficiency gains realized

Implementing this robust workforce optimization and its next-generation capabilities generated significant efficiencies and cost-savings, as well as an improved customer experience. For one business unit in the first three months of the pilot, Waterfield Tech:

• Improved service levels by 25%, where calls were answered within 30 seconds
• Improved average speed of calls answered by 71%
• Established baseline metrics and improved forecasting automation efficiency to better staff the center by 88%
• Improved on quality assurance measures by 400%

For another business unit, we:

• Improved service levels by 14% where calls were answered within 30 seconds
• Improved average speed of calls answered by 3%
• Improved productivity by impacting occupancy rates by 3%
• Established baseline metrics and improved forecasting automation efficiency to better staff the center by 96%

And, for a third business unit, we:

• Improved service levels by 15% where calls were answered within 30 seconds
• Improved average speed of calls answered by 50%
• Established baseline metrics and improved forecasting automation efficiency to better staff the center by 94%
• Reduced abandoned rate by 32%

Waterfield Tech continues to provide support for the organization’s Verint WFO platforms. As the business units become more familiar with the platform and its various components, they anticipate additional efficiency gains. The client is continuing to monitor metrics and plans an expansion of the pilot program to other business units across the continents.

Ready to drive efficiencies in your contact center? Let’s talk.