The UK-based contact centre outsourcer, The Contact Company (TCC), has chosen Aspect Software (Aspect) to improve efficiency and productivity across 1,000 seats over two sites in Birkenhead. The largest independent contact centre in the UK will deploy Aspect’s workforce optimisation software across multi-channel & omni-channel services.
Aspect, a global provider of customer interaction management, workforce optimisation, and back-office, will start work immediately with TCC to implement Aspect Workforce Optimisation. This will allow TCC to balance and optimise both productivity and employee satisfaction, while enabling healthy business growth in a controlled and sustainable fashion, through automating many time consuming tasks associated with the scheduling and management of employees.
Asif Hamid, CEO at TCC, said: “Growth is good for any business, but brings with it different challenges. The automation of the agent scheduling process, combined with graphical seat allocation and budgeting tools will ensure that our growth is financially controlled, while maximising how we use buildings and infrastructure. With its superior proposition to support sustainable business growth, open platform flexibility, and of course its WFM market position, Aspect was the ideal choice for us.”
Hamid also stressed the importance of employee empowerment and motivation to TCC: “Employees will benefit from having the choice to select preferred shift patterns, and the management of leave and shift-swapping will be controlled through an automated rules-based process. This will provide instantaneous decisions for employees while reducing the burden of administration for planners. Not only will Aspect WFM provide our planning team with the optimum staff schedule to meet forecast contact volumes, but also give us the capability to adapt those schedules in real-time to changing conditions on the ground, such as absenteeism or unexpected spikes in volume.”
Mark King, Senior VP Europe and Africa at Aspect commented: “The Contact Company will benefit from a significant reduction in costs and superior levels of customer service through their enhanced scheduling, reporting and training capabilities. We are excited to be working with Asif and TCC to achieve their ambitious growth plans and clear vision for the future.”
About The Contact Company
A British based contact centre outsourcer, The Contact Company manage and develop customer contact processes for clients throughout the UK. Established in 2006, the organisation is led by founder, CEO and entrepreneur Asif Hamid, and today has 1,000 seats across two sites and the largest independent call centre in the UK. As organisations continue to respond to growing public demand, relocating offshore operations back to the UK, The Contact Company facilitates this transition, ensuring minimal upheaval and disruption in the process. For more information, visit www.tcc.co.uk
Aspect’s fully-integrated solution unifies the three most important facets of modern contact centre management: customer interaction management, workforce optimisation, and back-office. We help the world’s most demanding contact centres seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.