Outbound Call Center Featured Article

Peak5 Reduces Call Abandonment, Improves Customer Satisfaction with PerformanceEdge

September 10, 2008

When Peak5, a privately held loan servicing provider, noticed a growth in their business and the amount of calls to be handled, they knew better control of their overall workforce was needed.
 
After reviewing different workforce management solutions, the company chose PerformanceEdge - Aspect (News - Alert) eWorkforce Management for its contact center.
 
The PerformanceEdge Group of Aspect Software focuses solely on unified communications for the contact center and made a perfect choice for Peak5 who was in need of better scheduling processes.
 
With assistance from Aspect, Peak5 completed its agent training on the new applications in a half-day.
 
As a result of the implementation, Peak5 has reduced call abandonment from 10 to three percent and improved overall customer satisfaction through a better skilled and more efficient workforce.
 
Along with automated scheduling capabilities, Peak5 is specifically utilizing the Empower and Perform enhancement package to "help their multi-skill and multi-channel contact centers accurately plan, manage and optimize performance" as well as the Real-Time Adherence capability so contact center managers and supervisors can monitor agents' schedule adherence in real-time.
 
"Workforce management applications can make a big difference in an organization's customer service and its overall business processes. The results that Peak5 has seen are a great example of the value that workforce management can provide," said Bob Kelly (News - Alert), Vice President of the PerformanceEdge Group at Aspect Software.
 
With the new system in place, Peak5 boasts the ability to more accurately forecast the amount of staff they'll need on a day-to-day basis to handle inbound and outbound calls.
 
Agents also find benefit in the solution and have experienced increased job satisfaction with the ability to easily view and bid for scheduling and vacation times as needed.
 
The company also said it is currently implementing Aspect Quality Management and plans to be more unified in the future with Aspect Unified IP.
 
TMC President and Editor-in-Chief, Rich Tehrani (News - Alert) recently spoke with Henry Danser, vice president of the company’s Western Area, about his thoughts on the contact center market.  Find out what he had to say HERE.
  
 
Aspect is a Gold sponsor of Internet Telephony Conference & EXPO — the biggest and most comprehensive IP communications event of the year. ITEXPO (News - Alert) will take place in Los Angeles, California, September 16-18, 2008, featuring three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Visit Aspect at booth #232 in the exhibit hall. Don’t wait. Register now!
 

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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