Ninzi-Connect offers solution to Mindpearl’s
contact centre requirements
Ninzi-Connect Software (formerly Multi-Connect)
was one of the first suppliers of Automatic Call
Distribution (ACD) equipment to the South African
market, when the company was originally established
in 1989. This was followed up by introducing the
workforce management product now known as eWFM
(originally TCS) to the marketplace.
In order to overcome the complexity of a
multiple site, multiple language contact
centre environment, outsource customer
support provider, Mindpearl, required a
flexible and easy-to-use scheduling tool,
which is why the company chose Ninzi-Connect
Software’s Aspect eWorkforce Management Version 7.
Mindpearl says that its key focus has always
been on excellent service and customer care,
to the extent of providing a 24/7 multi-lingual
operation for its client base across the globe.
With three sites deployed worldwide in order
to facilitate the ’follow-the-sun’ policy, and
with Mindpearl offering services in a multitude
of languages - including all major European and
Asian languages - the company was faced with
challenges in regards to the issue of scheduling
staff in the contact centres.
Apart from the obvious challenge of scheduling
across three call centres, each of which operates
in a separate time zone, there is a need to ensure
that sufficient coverage exists not only for each
of their clients, but for each of the many languages
they support, while also having to deal with the many
complex labour contracts that exist between the company
and its staff, which can lead to complications in the
schedule drafting process.
Ninzi’s Aspect eWorkforce Management was chosen because
it is flexible, comprehensive and modular, allowing clients
to deploy functionality in phases, as and when it is
needed, the company says.
"The installation of the eWorkforce Management
solution took us a total of just two days, with
training for the Mindpearl staff on its operation
completed in a further four days," says Ninzi-Connect
support consultant, Liz Mathai.
Mathai points out that the solution consists of the
´Core´ workforce management solution, which provides
tools to perform accurate forecasting, enhanced
scheduling and robust schedule management as well as
performance monitoring in both a single and multi-skill
environment, as well as a number of modular bolt-ons,
such as Multi-Site Edition for virtual contact centres,
Empower for agent self-service and Perform for adherence
monitoring.
With an advanced forecasting component designed to
predict call volumes, to calculate staffing
requirements and to make budget projections based on
historical call volume and handle time data, the
software can forecast incoming call volumes on a
monthly, weekly, daily, half-hourly, or quarter-hourly
basis, she adds.
Service targets and KPIs can be set for each
business line, and the software is structured in
such a way as to enable users to monitor those target
achievements both by individual business line and with
a consolidated view for each intraday period across
the day.
"One of the challenges we had to deal with
was that we had to decrease the scheduling time frame
to a shorter period in order to run schedules quicker,
and we had to set up the various time zones correctly
per site," she says.
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