Type of Call Center: Call Center Outsourcer
Center location: Newport News, VA
Average annual call volume: 1.3 million inbound; 2.4 million outbound
Number of agents: Over 500
Hours of operation: 6am – 9pm

Background
The Faneuil Group is a full-service, outsourced provider of multichannel customer contact services. Faneuil Group’s service center serves a variety of contact types, including order processing and fulfillment as well as inbound and outbound calls. TotalView was installed with the initial deployment of the center in 1996.

Challenge
During its first five years, the center faced customer access challenges and struggled to maintain outstanding service levels for its Verizon clientele. While overall annual service levels of calls handled within 20 seconds remained between 85% and 90%, the center provided inconsistent service during peak periods.

TotalView Results
Customer Service: Since 2000, Faneuil Group has steadily improved service levels from 85% to 89%. Abandon rates have remained below the company’s 4% target.
Cost Savings: TotalView Workforce Management’s long-term forecasting tools helped the company’s Toll Billing & Inquiry Center accurately identify peak day and average staffing requirements. Instead of always staffing to peak needs, Faneuil developed a plan that involved using cross-trained contingency staff on an offline agent pool, imposing mandatory extra hours for agents on peak days, and reducing the workweek for agents handling inbound calls.
As a result of these efforts, Faneuil eliminated the need for 30 FTEs while managing the center’s line requirements. Force utilization improved from 80% to 104% during 2001 and rose to 140% during 2002.
Agent Productivity: Faneuil Group uses TotalView’s Adherence and Agent Detail reports and Schedule Adherence tracking to monitor agent performance each day. By exporting data daily and comparing relevant statistics, such as contacts handled and AHT, the company can pinpoint its most and least productive performers.
Agent Satisfaction: Through TotalView, Faneuil has created a longer schedule period with guaranteed stops and starts; managed a six-month vacation approval process; ensured that outbound teams are scheduled only 2-3 Saturdays per month; and maintained 80% occupancy. All of these solutions contribute to higher agent satisfaction and reduced burnout.
Customer Satisfaction: Using TotalView’s tools, Faneuil found that, while the center’s overall service level was high, it provided inconsistent customer access during peak periods. Focusing on half-hour benchmark goals, the center achieved 84% on its Customer Care Index, exceeding its goal for the year by nearly 5%.
The Bottom Line
“TotalView helps us identify resource inefficiencies… The simplicity of the scheduling package helps us manage various types of schedules with ease. We enjoy improved forecast accuracy, which ultimately results in more accurate staff hiring, planning and management of resources.”