Call Centre of the Spanish Automobile Club RACC Relies on Workforce Management by InVision Software

The RACC, Spain’s largest automobile club with more than 1,100,000 members, is going to implement the workforce management (WFM) solution of InVision Software for the scheduling of its employees working at the call centre ‘Central Alarm’. The high-performance software is based on state-of-the-art technology and will contribute to increasing the efficiency, productivity and service level of RACC´s “Central Alarm”. At the call center, all calls concerning break-down service and travel assistance are processed. The new software solution enables an automated and efficient planning of the workload resp. the requirements and the corresponding staff resources.

Daniel Cornudella, Director of the Assistance Division at RACC, explains: “We have reached the point where the scheduling process is getting too complex to handle it with our existing planning tools in an efficient manner. The automated scheduling with InVision Enterprise WFM will enable us to improve our processes and optimise our staff planning in order to achieve a cost-effective and demand-oriented workforce management.”

The RACC which is among the leaders in introducing new technologies in the break-down service sector, has decided in favour of InVision Software as the company is one of the international leading provider of enterprise-wide workforce management (WFM) solutions. The workforce management solution InVision Enterprise WFM is already successfully deployed by other automobile clubs, e.g. the German ADAC, having more than 16 million club members, and the British automobile club RAC with more than 6 million members. “After the ADAC in Germany, the British automobile club RAC has experienced noteworthy operational performance increase and cost savings using our solution. We do also expect that RACC in Spain will achieve positive results in the short term due to the high performance and efficiency of our system”, says Peter Bollenbeck, CEO of InVision Software.

The call centre “Central Alarm” is one of the four telephonic service platforms of RACC. Here, all calls concerning break-down service and travel assistance are processed 24 hours a day, 365 days a year. In 2007, a total of 1,701,428 calls were handled, representing an average of 4,660 calls per day. About 81% of these calls were answered in less than 10 seconds. These successful results are also reflected by the quality level which is evaluated with 8.7 out of 10 points maximum within surveys among the club members.