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Teleopti CCC Customer Testimonials
Optimised staffing through accurate and reliable forecasting
Basically, what we needed to achieve was to have the right person in the right place at the right time. Teleopti CCC helped guarantee this thanks to its superior flexibility and forecasting accuracy. The ‘Long-Term Forecaster’ module was particular effective, not only raising forecast accuracy to a staggering 99.5%, but providing scenarios to reliably guide contact centre budgeting for the future.
Barbara Ratcliff, Head of the virtual contact centre at P&O Ferries
The system is capable of planning for times of peak loading. We could save time and free up resources, and we could plan and follow up in an effective manner. We are very satisfied with the system. It is easy to use and gives reliable forecasts.
Annica Ronquist, Traffic Manager at Posten (Swedish Post)
The major force behind our improvements is the forecasting which now is very accurate. This means that we use our resources more efficiently now. We have enough agents, enough skills when we need them, and we can avoid unnecessary overstaffing.
Guy Whittaker, Telephony Analyst at Allianz Animal Health
Customers benefit
We particularly value having the possibility to forecast and schedule different sites and skills. We now reach our service level of answering calls within 15 seconds most weeks. Our waiting times show a big improvement, since we can plan with skills as a parameter. We can also differentiate waiting time between customer groups, at the same time as we make certain that the waiting time is not too long anywhere.
Pirjo Tammilehto, Customer Service Manager at Fonecta
I was convinced from the very beginning that the new method of planning was the right way for us to go. But the real key is greater consciousness within the organisation that we have to be available when customers contact us.
Irené Forsmark, Contact Center Manager at Telenor
Employees also benefit
Workloads have really evened out. We have become experts at staffing properly when we really need people in place. Teleopti CCC has forced us to think more long term, which is a positive thing. We now plan our workforce one-two months in advance, which makes it easier to plan for extra staff at the peaks, training, campaigns and special activities.
Katarina Spjuth, Group Manager for Operative Support at BGC
We have a much improved situation in the contact centre today. With the forecasting and planning module, management and team leaders are very satisfied with how the contact centre is run.
Bojan Barisic, Senior Workforce Management Specialist at VIPnet
Everybody benefits – customers, employees and the company
Teleopti CCC helps us being available and being able to answer the phone when customers call. We have a win-win-win situation. The customers calling get reasonable response times, the employees work when there are most customers calling, which is economical for them, and the company uses its resources in the best possible way.
Klas Petterson, Responsible for staff management and call centre systems at MyTravel
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