Magazine article CRM Magazine

Financing Workforce Management

Magazine article CRM Magazine

Financing Workforce Management

Article excerpt

Barclaycard Business is the multibrand credit card and loans business of global financial giant Barclays. With 450 agents to service more than 142,000 business customers and 500,000 individual cardholders worldwide, Barclaycard has to ensure that its three U.K.-based contact centers are adequately staffed. But a mixed-bag workforce management (WFM) strategy providing limited operational visibility forced an investment in a more cohesive solution.

One of the contact centers used a packaged WFM application, while the other two relied on spreadsheet models. As a result, the centers had to manually evaluate adherence and efficiency levels. Hitting performance goals was also an issue. The centers often fell short of service levels and had a systemwide forecast variance above 6 percent, translating into more than 200,000 [pounds sterling] (about $400,000) shelled out in overtime costs for just the first half of the year. They also had to hire a planner to deal with schedule changes. …

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