Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It
February 22, 2014
Aspect Workforce Management Maximizes Call Center Efficiency If You Will Let It
Score 8 out of 10
Vetted Review
Verified User
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.
Implementation
- Vendor implemented
- 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
Pros | Cons |
---|---|
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 |