InVision Introduces its Staff Retention Proposition at Call Centre Customer Services Summit

InVision Software, a leading international provider of contact centre workforce management (WFM) solutions, today announced its 2009 contact centre staff retention proposition, to be promoted at the Call Centre & Customer Services Summit in London Stansted, 16th – 17th March, 2009. InVision Enterprise WFM enables contact centres to reduce labour hours and payroll expenses without the need for excessive layoffs. As a result, InVision customers are able to lower operating costs for the short- and mid-term, while leaving themselves prepared for an eventual return to economic prosperity.

InVision’s proposition comprises two components: A unique workforce management (WFM) solution implemented by InVision’s team of experienced contact centre professionals, and a pricing option that relieves pressure on cash flow in these troubled financial times. A key benefit is the ability to maintain the higher quality of service that is provided by a permanent staff, helping to minimise customer churn – a common effect of poor service that leads to declining revenues.

“Corporations across the globe are desperate to cut costs to weather the economic storm,” said Peter Bollenbeck, CEO of InVision Software. “They need to be careful that this desperation does not lead them to decisions that are going to stifle their recovery efforts. We are offering a solution that will help companies reduce costs through optimised scheduling, and our short-term renewable licensing provides the cost advantage of software as a service (SaaS) with the full functionality of a system installed on customer premises.”

InVision’s schedule optimisation technology can reduce the working hours scheduled per employee and minimise overtime, cutting labour and payroll expenses. Savings are substantial, greatly offsetting the cost of the technology and proving an immediate reduction in operating costs. InVision’s optimisation engine leads the market in its ability to optimise schedules with respect to service levels and other key performance indicators (KPIs), as well as agent work availability and preferences. InVision is led by a team of contact centre industry veterans, and its professional services team adds value by empowering customers to take full advantage of the technology.

“Companies benefit from staff retention; many hourly employees would gladly sacrifice a few hours a week in order to save their jobs. We are all hoping for swift economic recovery, and when it arrives, demand for products and services will increase - demand that cannot be met with a reduced workforce,” Bollenbeck added. “Even though revenue may increase, companies that have reduced staff will not be able to meet the new demand without spending on recruiting, hiring and training a new workforce, delaying the return to ideal operating margins. InVision’s customers will be ahead of the game, and will simply need to increase scheduled hours.”

Visit InVision Software at the 9th Call Centre & Customer Services Summit: 

  • Radisson SAS Hotel, London Stansted Airport

To register for the event please contact:
Forum Events Ltd.
Forum House, 71 Mead Lane, Hertford, Herts, SG13 7AX
phone: +44 (0)1992 374100, fax: +44 (0)1992 504963
e-mail: f.lee@forumevents.co.uk
Further information: www.forumevents.co.uk