Canadian Finance Company Selects Workforce Management Solution from InVision Software

InVision Software, a leading international supplier of enterprise-wide workforce management solutions, was selected by one of Canada’s leading consumer finance providers to implement a new cost-saving workforce management (WFM) software for its contact centre operations. The WFM system will bring operating efficiencies to the company’s contact centres that will result in better adherence to service levels and lower operating costs.

The company employs 550 call centre agents handling incoming claims calls from customers at three sites across Canada and is committed to delivering a great service experience. Therefore, it has decided to implement a high-performance WFM software solution to improve efficiency by means of demand-oriented scheduling of its contact centre agents. Using the PhoneLink interface within the InVision software, all relevant statistical information for planning and scheduling, e.g. call times, call volumes and call handling time from the Cisco telephone system, is automatically transferred to the new WFM system. Based on this historical data, the planners set up a detailed forecast of the expected working volumes and the required staff with the help of the InVision module ForecastPro. The AutoScheduler enables the planners to create rule-compliant schedules in a fully automated process covering the forecasted demand. The Infothek Interactive Schedule module will provide the agents with the opportunity to request and to swap shifts in an automated, paper-free process and to get at-a-glance information on their current schedules and upcoming changeovers to other activities, boosting their motivation and acceptance of flexible shifts.

“We are excited to broaden our customer portfolio in North America through our relationship with a leading Canadian finance company,” said Peter Bollenbeck, CEO of InVision Software. “We are looking forward to helping them improve contact centre efficiency by putting the right people in the right place at the right time.”

The system went live in April 2010. The finance company selected InVision Enterprise WFM because it proved the best overall value in the marketplace – also with regard to user-friendly design and the depth of functionality the software provides.