TrustRadius
Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It
https://www.trustradius.com/call-center-workforce-optimizationAspect Workforce ManagementUnspecified8.422101
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February 22, 2014

Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It

Score 8 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Scheduler

Overall Satisfaction

Aspect Workforce Management was being used to schedule call center representatives at a 24 hour center with approximately 50-60 phone reps. Before using Aspect all scheduling was done manually and there were many problems with being over and under staffed as well as issues with employee morale. The Aspect program offered many solutions to these problems including very detailed reports that could be passed along to upper management.
  • Aspect does a great job of projecting call volume and the number of employees required for each shift of the day.
  • The level of detail provided in the reports was outstanding.
  • I really liked the ability to schedule breaks and lunch based on call volume.
  • Due to the level of detail offered via statistics this program can become overwhelming for new users and especially upper management who just needs to see the highlights.
  • Aspect Workforce Management, when used as designed did a wonderful job of reducing wait times for customers.
  • This software also reduced the amount of time that too many employees were sitting around with no calls waiting.
This was the first and only scheduling software that I had any experience with. I was not involved in the selection process, only the implementation and on going support.
If I were in a position to use this type of software again, Aspect would be at the top of my list. The biggest factors I would consider would be the size and culture of the call center where it would be used.
This software is best suited for medium to larger call centers. In my particular experience, the software did amazing things but the culture of the company was not ready for the shift required to let the software guide the decisions.

Implementation

Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
  • The biggest issue encountered during implementation was that the scheduling had been done manually and in a fairly biased manner for many years and there was a big resistance to change that process.

Support

I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Quick Initial Response
None