To bolster its competitive position, increase efficiency and reduce costs, Belgacom decided to improve its Directory Information Service's aging workforce management system. HP implemented Visual FMS to forecast calls, optimize workload distribution and provide real-time performance monitoring. Our team also integrated three new workforce-management and back-office support modules, migrated existing data from several disparate call centers into a common database, and then helped Belgacom train its workforce administrators on the new system.
Call center average response time has fallen from 30 seconds to just three seconds. These increases in efficiency mean fewer agents and administrators are needed to handle existing call volumes. And better division of work means greater agent satisfaction and retention – a distinct competitive advantage.
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