Financial Services Group Deploys WFM


The BGL Financial Services Group has selected Sabio to deploy a Workforce Management (WFM) solution.

BGL handles 600,000 calls each month;  this deployment will support fully integrated front- and back-office planning for greater flexibility and productivity savings. Efficiency savings from the new WFM system are expected to provide full return on investment within a year.

Sabio is initially implementing Verint WFM to support BGL Group’s 1,200-strong contact centre operation, before extending the roll-out to support web and back-office operations. The project is part of a BGL Group Workforce Optimisation (WFO) programme that will also see the phased deployment of other key WFO components – including Speech Analytics, Performance Management, Quality Management, eLearning and Coaching.

Designed to work across the enterprise, Verint Workforce Management provides forecasting for intra-day, daily and long-term contact centre workloads. It can help organisations to produce optimal schedules by balancing defined shift rules, work patterns, breaks, targeted service-level goals and individual skills, proficiencies and preferences.

Balancing workload with staffing, the new system can also help contact centre and back-office operations lower their costs by reducing overstaffing, overtime and shrinkage.

“With Verint WFM and Sabio’s proven expertise, we believe we’re deploying a solution that will help us unlock multi-skill pooling efficiencies and produce flexible shift patterns – helping us to better match resource to customer demand and enabling us to do more with less,” said Doug Casterton, Senior Manager for Resource Management at BGL Group.

“We have also been particularly impressed by powerful Verint WFM features that are helping us track key planning metrics in near real-time, such as forecasted & actual, contact volumes, AHT, staffing, service levels, and adherence.”

“Consolidating Verint Workforce Optimisation makes smart sense for BGL Group, building on the firm’s existing Verint Recording deployment and also providing a platform for further WFO activities such as Speech Analytics and Performance Management,” added Ken Hitchen, Director of Sabio.

To find out more about Sabio, visit their website.

Published On: 17th Feb 2016 - Last modified: 18th Dec 2018
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