TMCnews Featured Article
November 08, 2011
Call Center Workforce Management Solution GMT Planet Improves Credit Union Performance
By Susan J. Campbell, TMCnet Contributing Editor
What could you accomplish if you could reduce the average speed to answer and abandonment rate within your call center? What if you could improve visibility to your workload and workforce needs throughout the center and the branch network? What would your environment look like if you could enhance the work-life balance employees are afforded to allow for greater flexibility in their schedule?
GMT was able to provide all of these benefits to the South Carolina Federal Credit Union with its call center workforce management solution, according to this case study. The credit union offers members a personable environment and enables the entire team to provide the products, tools, services and forward thinking necessary to allow members to focus on a better quality of life.
The credit union realized in early 2010 that it needed to make some technology investments to improve customer service to eliminate lengthy calling queues, higher than average call abandonment rates and very dissatisfied members. “We knew we had to make some technology and operational changes in order to improve our members’ experience,” explained Jessica Williams, contact center manager for South Carolina Federal, in the study.
To address their technology challenges and implement a call center workforce management to produce results, the South Carolina Federal Credit Union evaluated a number of different solutions before selecting the GMT Planet. Implementation began in February of 2010 and the entire call center workforce management solution was completed in November 2010. According to Williams, the results were nearly immediate.
Dramatic improvements were measured within the call center operations, with the average speed to answer plummeting to 20 seconds, a more reasonable number. The average abandonment rate is now resting at less than 2 percent. The call center workforce management solution also helped the credit union to determine they were significantly understaffed during higher call volumes. The GMT Planet platform helped to identify when at key times either additional or fewer agents were needed.
With the call center workforce management capabilities of the GMT Planet solution, the credit union now has access to a unique and easy to understand graphical interface known as the workload fit. This element is constantly updated to provide measurement data on how closely workforce supply matches the demand for service members. Managers can easily discern overstaffing to improve customer service.
“We take our workload fit analysis very seriously,” said Williams. “It is one of the factors we use to measure the performance of our branch managers and contact center team leads. Workload fit is an item on each manager’s annual evaluation and we have monthly contests to see who has the best workload fit.”
Ultimately, the call center workforce management solution from GMT helped the credit union to significantly improve coaching effectiveness, overall performance, member satisfaction and more, all while simultaneously reducing the cost of operations.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Jamie Epstein