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LOCATION OF CONTACT CENTERs: Maintained service-level consistency during contact center site
Philipines and El Salvador consolidation and expansion to offshore locations.
The offshore contact centers Tupperware selected are staffed and Tupperware found that the reporting provided by the NICE IEX
managed by a third-party outsourcer. Because of security concerns WFM solution allowed for in-depth analysis of outsourced agent
in allowing non-employees access to Tupperware’s company net- performance. The company remotely tracks many metrics, from
work, and because of a desire to maintain control over schedules attendance to time utilization. Through use of the solution, U.S.-
and staffing levels, a decision was made to continue day-to-day based managers were able to isolate and identify problems with
management of the offshore centers by Tupperware employees agents’ use of after-call work. The issue was resulting in incorrect
located within the United States. Calls are now managed in, and average handle times being reported. With the accurate data from
routed from, the U.S. to the two offshore centers based on sched- the NICE IEX solution, staffing forecasts were not affected and
ules created stateside in NICE IEX Workforce Management. In ad- agent behavior was quickly corrected.
dition to regular phone and e-mail activities, off-phone activities
(training, etc.) and unexpected staffing changes (sick days) are ap-
proved, coordinated and re-scheduled by a Tupperware manager
in Florida.
Tupperware found that having the NICE IEX WFM solution al-
lowed them to move forward without any reservations. This sys-
tem allowed for a smooth transition, and the company was able
to respond to significant changes in its business strategy without
compromising service levels or adding any financial resources – a
challenge that would have been all but impossible in the absence
of a superior workforce management solution.