Job Centre Plus, a UK government agency, manages thirty-one contact centre sites and required migration to a fully synchronized integrated platform for their customers, employees and technology.
Connect was chosen as one of a select few organizations considered to have the relevant expertise and background in multi-site virtual call centre design and management and, in conjunction with BT, developed a hosted government IP contact centre platform design including KPI design, team leader, agent and scheduler workshops, and workforce management best practice process development. Practices were reviewed, customer and financial improvements identified for forecasting, scheduling and adherence targeting and implementation.
The project delivered optimised agent productivity and consistency to achieve required KPIs. Customer savings were projected to be £3 Million per annum in recovered talk time.