Case Studies

Customer Success

Read customer case studies to find out more about how WFMwizard's workforce management solutions have helped call centers overcome challenges similar to those your call center may face:

- orange - Telecom Company

- LeumiCard - Credit Company

LeumiCard

The Company

LeumiCard is among Israel's leading credit companies, providing an extensive array of issuing and acquiring services as well as payment and credit solutions.

The Challenge

The objective was to optimize call center operations and achieve target service levels. Leumi Card  needed to improve the forecasting accuracy of incoming call volume to its 6 call centers, better plan agents staffing levels and optimize shift schedule design. It also sought to achieve target service levels under increasing volumes of customers' inbound calls, especially to its major call center, with minimal staff additions.

In the past LeumiCard tested, selected and implemented an Enterprise Workforce Management Software and its work processes, but the operation of the solution was too complicated and results not satisfactory so the implementation remained very limited. Thus, the forecasting, staffing and shifts design phases of the workforce management weekly cycle were continued to be done manually, combining MS Excel spreadsheet calculations, managers experience and "gut feelings". In the main call center, daily call volumes are extremely volatile, making accurate forecasting and staffing very difficult.

The challenges: how to improve forecasting accuracy of daily and hourly call volumes in each call center and how to optimize agents staffing levels and shift schedule design in order to meet target service levels and make call centers operation more efficient.

The Solution

LeumiCard selected WFMwizard^TM workforce management solution to perform the weekly capacity planning and optimization of its 6 call centers.

WFMwizard was installed on two workstations: the workforce planning administrator and the operations analyst (the process took a few minutes each).  The 6 call centers were then setup in the system, a process that took a few hours for each call center, most of it for data preparation. Then weekly capacity planning & optimization commenced, in a process that only takes The Company a few hours each week, for all 6 call centers.

WFMwizard began to forecast calls volumes for each call center every week - weekly, daily and hourly levels, including special events modifications, calculate agents staffing requirements to the hour level and optimize the shift schedule design.

The Results 

WFMwizard improved LeumiCard's daily forecast accuracy by over 5% and agents' staffing levels accuracy by more then 15%. The call centers now meet target service levels by 95% and number of agent hours is 10% less.

All these achievements are attributed to the implementation and performance of WFMwizard in LeumiCard.