As the industry evolves, this leading financial services company has a commitment to prepare its workforce for the future. Their focus on continuous learning is critical for equipping agents for success. When agents thrive, they provide great service to customers and properly represent their brand.

The company leverages innovation in all areas of the business, and the contact centre is no exception. In 2017, the company started its call centre automation journey to uphold their promise to ongoing development – not an easy task within the constantly changing environment. A well-planned day can quickly become unraveled by any unexpected event. To compensate, scheduled activities like training and coaching are often cancelled to meet service level requirements.

The company partnered with Intradiem to deploy automation to transform contact centre operations. Contact centre automation identifies agent idle time and proposes alternate activities, including training, coaching, and other offline activities.

The solution automatically adjusts schedules and returns agents to the active state as demand returns. It also monitors and adjusts employee call state based on business rules, moving sales or service resources between inbound and outbound activities and provides real-time alerts tied to individual performance.

By 2020, the company had reported much success with Intradiem’s patented contact centre automation platform – including a projected $3 Million in savings by the end of 2020, and several J.D. Power awards related to customer service. 

When the world experienced a global pandemic, the company was well-positioned to handle the shift to a fully remote workforce. They already had 20-30% of agents working remotely. And call centre automation served as an essential part of the infrastructure to continue operating efficiently in this new environment.

With automation, they sent urgent company updates directly to agent desktops and ensured agents received training when time and service level conditions permitted. When it came to their customers needing assistance with their life events, the company ensured agents were available to make that human connection and provide outstanding care.

The company also sends agents helpful reminders and asks if they need assistance through real-time monitoring of contact centre metrics. While the company is finding the remote model more challenging for supervisors to stay connected with their teams, they decided to quickly implement a coaching solution to ensure agents can stay connected and engaged with the company.

In planning for the future, their VP, Global Head of Workforce Planning & Resource Optimisation expects more people will want to continue to work-from-home on a more permanent basis as agents have already set up their home offices.

“Our contact centres proved to run more efficiently with contact centre automation which has been demonstrated by the millions of dollars we have saved. That, plus the ability to efficiently manage agents remotely has made Intradiem a must-have technology for our contact centre.”

Call centre automation provides operational agility for this leading company to keep their commitment – no matter what the external forces may be – to give agents and customers the support needed now and in the future.