Aspect (News - Alert), a provider of call center software solutions, announced this week that U.K. financial services company SAV Credit will being using its Workforce Management (WFM) software. For its new Leeds-based contact center, SAV Credit has chosen to work with WFM version 8.0 – one of the first companies to utilize the new product. The financial services provider will begin using the software in June this year.
SAV Credit recently took over U.K. bank Santander's point-of-sale finance business that works with retailers the likes of Debenhams, the Arcadia Group, House of Fraser, and Laura Ashley. This further stresses the point that SAV Credit's new contact center must handle properly all the accounts with which it deals. WFM, as COO of SAV Credit Sanjay Sharma pointed out, will help its contact center representatives handle the company's clients in a professional manner.
"Optimization of the workforce is of paramount importance as we look to build the contact center,” Sharma said. “The product has a strong market position, and Aspect presented good professionalism and expertise during the process. The team has been great to deal with and extremely responsive to our time scales."
Aspect brands WFM as able to accurately measure product demand in order to help managers keep the correct number of staff on hand. It can forecast staffing numbers for a variety of office situations, including inbound and outbound calling departments and staff who handle back office responsibilities. It can project multiple scenarios based on resource and staffing limitations and create automated schedules from that data.
Managers can use the browser-based WFM graphical interface to manage staffing changes and view projected staffing numbers for the days ahead. The software also allows managers to view key performance indicators so they can get a handle on which employees and groups are performing best. It can also display real-time performance metrics and track historical data for individuals and groups.
The software can exist either locally or in the cloud. If deployed in the cloud, managers can access data from any location, a key feature of flexible workforce management. From there, IT can also easily upgrade the software. And cloud providers should offer levels of redundancy to increase WFM's reliability. Cloud storage may also improve the capacity and flexibility of data that Aspect's software stores and uses.