WFO software improves productivity

Aspect Workforce Optimisation has been selected by TCC to improve productivity across 1,000 seats in Birkenhead.

The Contact Company has chosen Aspect Software to improve efficiency and productivity over two sites in Birkenhead.

They will deploy the workforce optimisation software across multi-channel and omni-channel services.

Work will start immediately with The Contact Company (TCC) to implement Aspect Workforce Optimisation. This will allow the company to balance both productivity and employee satisfaction, while enabling healthy business growth in a controlled and sustainable fashion. This will be achieved through automating many time consuming tasks associated with the scheduling and management of employees.

“Employees will benefit from having the choice to select preferred shift patterns, and the management of leave and shift-swapping will be controlled through an automated rules-based process,” said Asif Hamid, CEO at TCC. “This will provide instantaneous decisions for employees while reducing the burden of administration for planners. The software will also give us the capability to adapt those schedules in real-time to changing conditions on the ground, such as absenteeism or unexpected spikes in volume.”

“The Contact Company will benefit from a significant reduction in costs and superior levels of customer service through their enhanced scheduling, reporting and training capabilities,” said Mark King, Senior VP Europe and Africa at Aspect. “We are excited to be working with Asif and TCC to achieve their ambitious growth plans and clear vision for the future.”