Case Study: Loans Company Improves Performance

The Student Loans Company has improved its forecasting accuracy and performance levels with help from NICE Systems.

For most students in the UK, The Student Loans Company provides loans to help cover their living costs, as well as loans for their tuition fees.

The challenge

The Student Loans Company was tasked with improving the quality of service delivered from its then 400-seat contact centre in Glasgow.

The solution

NICE and Sinclair Voicenet provided The Student Loans Company with the NICE WFM and NICE Performance Management solutions, providing insight in to the organisation’s contact estate requirements and performance.

“We are doing more with workforce management (WFM) than ever before with NICE WFM as the central planning tool for our contact centre,” said Gerry Chambers at The Student Loan Company. “It provides us with the accurate data and forecasts we need for our annual budgeting process, as well as short- to medium-term planning.”

The solution has also meant that the organisation is able to give flexibility and control to its advisors, with the ability to manage their time off and schedule trades.

The solution has also provided assistance to other parts of the organisation, including providing an accurate picture of planned against actual and actual shrinkage (the time lost due to holidays, break times and sickness, etc.).

The benefits

“We have a much better and far more flexible resource planning capability,” continued Gerry Chambers. “NICE solutions have played a significant role in reducing inbound call volumes across our three main products by an impressive 32%.”

The organisation has also seen improvements in quality and First Contact Resolution, as a result of the training and coaching programmes supported by the solution’s scheduling functionality.

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