Transcom automates workforce planning

Transcom have implemented Aspect Workforce Management to automate the manual workload of its planning teams.

This involves implementing the ‘Aspect Workforce Management’ solution, which provides comprehensive planning and tracking across customer service, credit management and back-office organisations.

This will solve the problem faced by Transcom’s general management for Business Support & Performance, which consisted of a loss of efficiency resulting from the huge manual workload of the workforce planning teams.

Implementation of this tool has proved to be a great success, increasing the company’s efficiency and achieving automation of the whole planning process.

“The Aspect tool is very consistent and covers all the stages of the planning process: Forecasting, Staffing, Scheduling and Tracking,” stressed Cristina Martínez, Business Support & Performance Manager for Transcom Iberia & Latam.

Transcom has noted the principal benefits offered by this solution as:

• Greater efficiency in terms of work
• Accuracy of the data obtained
• A complete view of daily work
• Greater objectivity when planning schedules, and
• Planning takes into account the needs of the business and the preferences of the agents involved.

Transcom also insists on the importance of support for maintenance of the tool provided by Aspect. “A good support and maintenance team in the first stage of implementation of the solution is fundamental for correct use of the tool,” Cristina adds.