Case Study: Cofely Optimises Scheduling

Cofely have optimised their scheduling by implementing an injixo WFM system.

The team at Cofely GDF Suez, in partnership with North Tyneside Council (Cofely), has been using an injixo WFM system since 2011.

The problem

Before using the WFM system, Team Leaders planned their teams using spreadsheets. This was a lot of work, it was prone to error and there were lots of things that simply weren’t possible.

Struggling with spreadsheets was also a very ineffective use of time.

Forecasting was also previously done with spreadsheets. This gave very limited capacity to forecast and plan. There was also no live feed of call data and – because volumes are volatile – there was a lot of daily fire-fighting.

The solution

With an injixo WFM system, forecast volumes are typically within 5% of actual, which is an improvement of around 20%. Team Leaders can be proactive instead of reactive and are freed up to spend time monitoring real-time performance and coaching their teams.

Optimised scheduling reduces periods of over- and under-staffing, and this has translated into a 13% improvement in schedule efficiency.

Because injixo is a cloud-based solution, the number of users (and monthly fees) can be scaled up and down according to business needs.

The benefits

Agents appreciate the flexibility of the schedules and feel more ownership and personal responsibility as a result. They also like the fact that they can access their schedules and request holidays on their smartphones.

The team at Cofely explain the additional benefits they have derived from injixo in the following YouTube video: