Specialist distributors of electronic components and manufacturers’ original spares manages over 24,000 calls per week using workforce management software
CPC, the specialist distributors of electronic components and manufacturers’ original spares, has selected Q-Max WorkForce Management to manage work schedules for its call centre operation. CPC will use Q-Max to forecast call demand and proactively manage agents to answer the 24,000 calls per week coming into its call centre. Using the software the company can forecast call demands and plan staff rotas to manage the calls cost efficiently while maintaining service levels.
According to Edward Shevlin, CPC’s Assistant Sales Manager, responsible for the call centre daily operations: “We have over 50 agents each handling over 150 calls a day for stock orders, enquiries and customer care calls. Using Q-Max we can now identify and measure call lengths, peaks and troughs in call volumes and staff up to meet the demand.
“We had begun to research the market for a call centre system but when we saw Q-Max it was like a parting of the seas. The Q-Max team also had a lot of call centre knowledge that gave us confidence when implementing the system,” he continued.
CPC’s call centre is open from 8.30am until 7pm weekdays, and 3 hours on Saturday mornings. The company stocks over 60,000 items and can search for and supply almost 2,000,000 manufacturers’ original spares. The agents also handle calls on CPC’s product catalogue that comprises over 3,000 lines from a range of suppliers including Sony, Philips and Samsung. Among the products that CPC offers are aerials, audio video accessories, car products, office supplies, telephones and accessories, test equipment and tools.
Using summary reports on historical call data, Q-Max Workforce Management provides call forecasts and reports to allow for future planning and staffing. CPC designs optimum shift schedules to allow for breaks, holidays and sickness. With improved, accurate scheduling of work rotas, CPC has reduced its agent overtime costs for the evenings and weekends. With a five week schedule staff can plan in advance and are happy to work outside of standard hours. Having clear rotas makes staff more positive about what they are doing and we have found this has improved the quality of the calls and morale in general.”
CPC intends to use the statistics provided by Q-Max to develop its schedules and fine tune its work rotas further, to allow for increasing call volumes.
Edward Shevlin concluded, “We knew that we needed to get a system to help us manage the call centre more effectively but we were just too busy running the business to spend enormous amounts of time on it. Q-Max was exactly what we needed and the Q-Max team’s knowledge made installation and training a painless and pleasant process. Q-Max will be an invaluable tool in the future as the business grows.”
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Notes to Editors
For more information on CPC, Combined Precision Components plc please see www.cpc.co.uk
Q-Max Systems Ltd was founded in November 1992 specifically to develop and market Call Centre Workforce Management software. Today Q-Max is the most widely installed Workforce Management system in Europe with over 300 installations. Q-Max was developed to respond to the need in the European market for a call centre Workforce Management system that closely matches European work practices.
Early in 2001 Q-Max released Version 6, following nearly a decade of continuous development. Version 6 is EC Directive compliant, has easy to use skill forecasting and scheduling, agent adherence monitoring, automatic agent optimiser to solve daily quality of service problems, integrated e-mail for immediate communication with agents in addition to all the existing functionality.
Current clients include major Call Centre operators such as British Airways, Forte Hotels, Interflora Dudley Borough Council, Directline, DHL, and South West Trains.
For more information visit www.q-max.co.uk or contact:
David Jones or Mary Phillips
Q-Max Systems Ltd PR Artistry Ltd
7A Perrins Court Cedar Court
Hampstead 9-11 Fairmile
London Henley on Thames
NW3 1QS Oxon, RG9 2JR
T 020 7431 4904 T 01491 636191
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