Teleopti CCC customer references
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Teleopti CCC helps Allianz Animal Health to lover attrition in their contact centre by 15 percent
"The morale in the contact in the contact centre has improved and stress levels have been lowered. With Teleopti CCC the fairness has increased. Teleopti's concept of 'Lifestyle Scheduling' have worked well at Animal Health," says Guy Whittaker, Telephony Analyst at Animal Health.
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P&O Ferries saves £1.6 million whilst improving service and employee satisfaction "Teleopti CCC is a great learning tool and it reveals things about your centre's performance that will help you make better decisions. Don't be afraid to make mistakes and if you do - learn from it! The rewards for everybody at the end are well worth it," says Barbara Ratcliff, head of the P&O virtual contact centre. Download Customer Case |
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Fairness, flexibility and outstanding value of money "Thanks to Teleopti solutions, implementation and continuing consultations, FEXCO has been able to significantly improve many key performance indicators, among others an increase in productivity equivalent to annual savings of € 200 000," says Guillaume Py, Head of Contact Centre Operations at FEXCO. Download Customer Case |
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When Workforce Management is successfully used as a basis for organisational improvements "The implementation of Teleopti CCC opened our eyes to the possibilities that were available for improvement. It more or less made us come to grips with our own organisation, which was very positive," says Vibeke Knudsen, manager of the Sparebanken Vest customer centre. Download Customer Case |
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DSB (Danish Railway) Reaches quality objectives "We are available when customers call and the waiting time is shorter," says Kurt Overgaard Andersen who works with development and introduction of new technology at DSB. Download Customer Case |
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| All parties pleased when service levels are reached "We handle as many calls with fewer sales staff and today it is much cheaper. Answered calls have increased to 95 percent, of which 80 percent were answered within 1 minute, so we have now reached our service goal," says Thomas Gustafsson, responsible for forecasting and scheduling. Download Customer Case |
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| Production increase - once again "Graninge customer service had a 15-20 percent increase in productivity thanks to Teleopti CCC. From responding to approx. 600-700 calls per day with 2-3 minutes response time we were able to respond to 900-1100 calls, with a maximum of one minute’s response time, using the same resources. So my experiences of Teleopti are very good," says Tommy Bergkvist, responsible for the customer service. Download Customer Case |
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Superior customer service and support is the key to profitable client relationships "The key gain has been the flexibility we now offer clients - the software allows us to ge the best from our staff, optimising off phone activity and blending work types in a way that makes sense. The excellent schedule adherence has increased productivity whilst improved MI has allowed us to plan more effectively," says Grant Holden, Resource and Planning Manager at TSC Download Customer Case |
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| Helps the customers in a more effective way "We have become much more efficient and we answer far more calls today than we did before. By scheduling in a better way, our response frequency has been increased," says Klas Petterson, Manager of Resource Planning, MyTravel AB. Download Customer Case |
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 via partner Datapulse |
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"Teleopti CCC helps NHS Direct achieve a higher utilisation of resources, which helps reduce operating costs and improves customer service levels by effectively controlling queuing," says Steve Willert, Sales Consultant at Datapulse
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| The customer as employer "Teleopti provided professional services to guide us through all aspects of the workforce management process," says Iréne Forsmark, Contact Center Manager at Vodafone, Sweden Download Customer Case |
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"Our staff is scheduled to be here at the right time, when the customers call. With Teleopti CCC we can really schedule our staff so the work stations are used efficiently," says Pirjo Tammilehto, Customer Service Manager at Fonecta
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Support through the whole staffing process "The system is capable of staffing various skills and tasks, as well as planning for times of peak loading. We could save time and free up resources, and we could plan and follow up in an effective manner," says Annika Ronqvist, Traffic Manager, Swedish Post. Download Customer Case |
