Ageas Retail Direct Case Study 2015 - Transforming planning and sharing best practice

Who should attend? Of especial relevance for a small or medium sized centre, this is for anyone who is looking to develop a strong planning and MI team, who are an integral part of the operation, using best practice to build brilliant planning fundamentals. 

See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.

  • Hear how they engaged operations teams to create a trusted planning and MI function 
  • See how redesigning the reporting suite can add demonstrable value
  • Understand how to establish a best practice approach to working
    Learn about their toolkit of brilliant planning fundamentals

Bringing Operational Planning into one team created the opportunity to realign structures, develop relationships, share best practice and re-engage with the contact centre itself, gaining trust and building business partnerships. A new planning process was introduced, together with a review of opening hours and best times to dial, for outbound. A re-evaluation of MI led to new efficiency metrics & reporting. This expanded understanding of resourcing needs, supporting better performance and engagement. As a result, adherence is up 3% and attrition has dropped 5%. An automated holiday process has saved each analyst 3 days’ work a month and empowered agents. As well as providing support, the planning team now has an advisory function within the business, leading to a greater level of support and partnership across the business.

Site Visit Agenda, 7th July, Bournemouth

09:00 Meet & Greet with recap of April presentation
10:00 Tour
10:15 Break
10:30 Meet with Ops Planning, F&P, MI, OB
11:30 Meet with 2/3 TMS – subject around engagement, new processes, new MI, changes in attitudes etc.
12:30 Lunch
13:30 Q&A from morning if any
14:00 Meet with the Service Level Team – hear improvements and processes
14:30 Meet with Head of Operational Planning and Planning & Performance Manager for final Q&A and discussions about the day
15:30 Final Q&A
Next steps
Wrap Up
16:00 Depart

To hear more about this Awards finalist at the conference or on a site visit please email or call 0333 123 5960.

Take a look at these articles, videos and links
2015 Innovation Awards Winners and Case Studies
2015 Innovation Awards Finalist shortlist


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