Real-life Return on Investment

This is a real example where Teleopti CCC replaced another system and flexible scheduling was introduced.

With the original system, the company was employing 51 fulltime staff on 20 week rotations. They were experiencing a match of 90.4% of scheduled staff to take the calls coming into the contact centre and experienced fluctuating service levels. See graph below (left).

The Teleopti CCC solution produced a far more accurate forecast and introduced flexible starting times and fixed shift lengths that achieved a smoothness of 99% and correct service levels. Most importantly this was achieved with just 38 full time staff which saved the company 13 heads. See graph below (right).

Graph showing calls against scheduled staff before Teleopti CCC was implemented (left) and after (right)