September 10, 2008

A Successful Voyage to Stockholm for P&O Ferries

P&O Ferries successfully defended their Best Practice title at the Teleopti user and partner forum, winning the award for the second year running.

Mark Hollingdale, Operations Manager Contact Centre for P&O Ferries, presented the company’s success story to peers from across the globe at the Stockholm event. His team is responsible for the resource management of contact centres in the UK, France and the Netherlands. They have been using Teleopti for two and a half years to implement new processes that have delivered a cost saving of £3.44m. Mark said: “The financial savings have been outstanding, but they haven’t been achieved at the expense of performance. We’ve also seen improved employee satisfaction and a fall in customer complaints.”

During the implementation of Teleopti WFM, P&O Ferries has engaged and involved its staff. They can influence their working pattern using Holiday Planner and Preferences tools, which has promoted a better work-life balance and increased flexibility across the Contact Centre.

Among the key challenges faced by the operation were:

• Changes to the call profile and distribution
• Restrictive working practices
• A poor work-life balance

Throughout the implementation and subsequent upgrade programme these issues were addressed and as a result P&O Ferries yielded performance improvements in key areas such as:

• Employee turnover beating target at less than 2%
• Conversion rates beating target by more than 12%
• Service Level 2% above target

Nils Bildt, Teleopti CEO, presented the award to P&O Ferries. Matt Woodward, Business Manager UK & Ireland, said, “It’s good to see the best practice award heading to the UK for the second year in a row. It shows that Teleopti WFM can deliver the tools to support a progressive contact centre in a leading market and many other companies could learn a lot from the experience of P&O Ferries. I look forward to seeing them defend their title again next year.”

About P&O Ferries
P&O Ferries boasts the most comprehensive route network and the most frequent passenger and freight services to the Continent between:
Dover - Calais
Portsmouth - Bilbao and
Hull - Rotterdam/Zeebrugge
It also operates freight only services between:
Tilbury – Zeebrugge
Teesport – Rotterdam/Zeebrugge
P&O Ferries operates three contact centres, which are located in the UK, France and the Netherlands and operate as one virtual centre.