Azzurri Communications has helped a customer save a cool £1.3m as a result of a workforce optimisation software implementation.
According to a spokesperson for Azzurri, the customer, National Union of Students insurance provider Endsleigh Insurance, has ambitions to develop its business using multi-channel contact centre technology.
Workforce optimisation lays the foundation for this, and has result in a net £1.3m in opex savings – without the customer having to lay off any staff.
"Additional benefits include... an agile contact centre. Since implementing workforce management, Endsleigh can respond to changes in demand more quickly, matching the number of people to the right task at the right time in the most cost-efficient way," according to a statement from Azzurri.
"[It also gets] comprehensive and accurate resource planning. Forecasting of agents' time is now highly accurate, with deviation levels as low as five per cent."
Endsleigh also expects to enjoy revenue expansion – as the savings made can be reinvested in the business. A business case has also been determined for continuous improvement and change management within the Cheltenham-based insurer, the spokesperson said.
Processes have been improved, which should improve staff retention, morale and practice. It has already reduced the number of last-minute requests for overtime, he said.
"The company turned to Azzurri to map out the organisation's multi-year transformational journey to become a fully integrated, multi-channel organisation.
"It was decided that a workforce management project would be carried out initially to ensure that adequate resource allocation and planning was in place to enable the multi-channel infrastructure to function as intended," according to the statement.
Workforce optimisation involves various components including call recording, performance management, quality management and workforce scheduling and analytics within the contact centre.
Endsleigh specialises in the automobile, home and travel insurance in the student market.
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