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The new planning team was at the heart of a programme that developed workforce planning (WFM) culture and capability across all 11 European contact centres. The ways they engage with Operations are key to success; this will interest most central support functions. They’ve built understanding about the need to change and gained buy-in for many changes in working practices, balancing standardisation with the same need for local variation. Roll-out of Aspect WFM and the new MI reporting tool DNA were key for effective planning – highlighting areas of inefficiency and making the case for a more flexible business model that includes outsourcing support. This created immediate benefits. Cost per contact is down 10% with real-time savings of €257k via reallocated hours and adherence measures alone.

Key results
•    26 sites consolidated to 11 over three years
•    Operational costs cut 6% year-on-year
•    10% point reduction in cost per contact
•    €257K net benefit from real time management alone in 2016 (€115K via reallocated hours and €212K via adherence measures)