Ingenico Improves Contact Centre Performance with GMT Planet

GMT Workforce Management Reduces Time Spent on Resourcing by Over 87% 

Since implementing GMT Planet in September 2006, Ingenico,a world leader in secure payment transaction solutions, has improved forecasting and resource management to match call demand and exceed service level targets in its UK contact centre. The implementation of GMT workforce management has enabled Ingenico to resolve staffing issues and improve productivity at its 50 seat support centre in Cheshire. The centre provides 24 hour support for merchants using Chip and PIN terminals in the UK and Republic of Ireland.

Janet Rayner, Contact Centre Manager at Ingenico, said: “Since implementing GMT Planet in September we have raised our service levels targets for answering calls to an average of 90%. In addition, we’ve reduced the time spent managing resource planning from four hours a week to 30 minutes. GMT also helps to accurately forecast how many staff are needed for new projects, which helps with budgeting.”

GMT Planet has enabled Ingenico to streamline the way it manages and forecasts resources.

Janet Rayner explained, “We were keen to refine processes around managing staff, both in terms of creating less labour-intensive processes for our resource planners, and also empowering our staff to schedule time off and make holiday requests.”

Janet was impressed by GMT Planet’s modelling capabilities which could improve the utilisation of staff resources, without compromising the quality and consistency of service that Ingenico delivers to its clients.

The new system went live on 1st September on the helpdesk of 39 staff and on 1st November in customer services with 15 staff. In tandem with its deployment of GMT Planet, Ingenico also implemented new employee working terms which helped it resolve staff shortage issues by offering flexible and longer working hours at better pay.

Simon Angove, CEO of GMT, said: “Ingenico understands the advantages of workforce management and how its business can achieve administrative, personnel and financial benefits from deploying GMT Planet.”  
 

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