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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