Fexco Improves Outsourced Contact Center Services with Automated WFM

As a company that operates outsourced contact centers for a broad range of companies from start-ups to large corporations, it’s critical that Fexco makes it easy for its clients’ customers to reach, communicate and collaborate with Fexco agents.

The company’s existing workforce management (WFM) system, however, made it hard to live up to those ideals. Forecasting and scheduling were difficult, manual tasks that lacked the needed insights—for example, contact center leaders with no visibility into past volume data had to forecast volumes and schedule shifts using only limited data or gut feelings.

Leaders also needed better, easier ways to incorporate and measure the modern customer experience metrics they’d adopted in recent years to foster higher customer satisfaction and loyalty—things like Net Promoter Scores (NPS) and customer effort scores.

Calabrio WFM’s automated forecasting and scheduling capabilities give contact center leaders at Fexco the power and flexibility they need to deliver superior customer service across any channel—including inbound and outbound telephony, email, chat, SMS and social media.

Multi-site management capabilities let team leaders easily manage all contact center agents, from anywhere, while those agents deliver unified, uninterrupted customer service. More accurate intraday forecasting capabilities let managers plan for, monitor and adjust in real-time to unexpected volumes, so their teams can continue to hit their service-level and associated KPIs no matter what happens. And a single view displays actual team performance against agent schedules, so managers can proactively increase or decrease staffing as real-time needs require.

Employee engagement capabilities let agents select the different shift categories they prefer to work. Agents also can easily access their schedules as far as 2-3 weeks in advance via Calabrio’s mobile app, from which they also can request schedule changes.

Fexco credits Calabrio WFM with helping it achieve a greater level of forecasting accuracy and productivity.

Now planners can easily access historical data, at whatever level of granularity they need, in order to create greatly improved full-day and intraday profiles.

Agents feel more ownership and can better plan their free time by using their mobile devices to easily access schedules and swap shifts. They also can set their shift preferences—for instance, requesting to work only early shifts or late shifts.