Abtran Awards Case Study 2007: MyVista drives workforce buy-in at Abtran


How workforce management implementation drove change across the entire business, halving sickness and reducing attrition by 80%.

Summary
See how implementation of workforce management software spurred every member of staff to use their time more effectively – from agent to site director – with new ways of allocating holidays, reporting on performance, managing real time and giving live financial updates to key stakeholders. Abran set a consistent way of working from the start, by using a hosted, tailored TotalView system, from QPC, which delivered low entry costs and the flexibility to scale up rapidly as Abtran continues to win new BPO clients.

Results
  • Agent adherence up 26% to 98%
  • Attrition down from 15% to 3%
  • Sickness down from 7% to 3.5%
  • Service Level up 20%+
  • 50% of TL time spent on coaching/development.

Click here to read full case study.

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