Welcome!

Blog Feed Post

Endsleigh Insurance Saves £1.3m With Workforce Optimisation From Azzurri

Thursday 1 August, 2013
Azzurri installs Workforce Optimisation project based on the Avaya Workforce Management (WFM) platform
Project lays the foundation for Endsleigh’s multi-channel contact centre ambitions

Endsleigh Insurance, the UK-based insurance intermediary specialising in the student, education and graduate markets, has achieved £1.3m in operational savings at its contact centres as a result of a Workforce Optimisation project designed and implemented by Azzurri Communications. The significant savings, which were achieved without any impact on the contact centre’s headcount, were the result of improvements to the company’s resource allocation and forecasting capabilities using the Avaya Workforce Management (WFM) platform implemented by Azzurri.

As an organisation that primarily serves young professionals and students, Endsleigh understands better than most the rapidly changing communications preferences of the increasingly prominent ‘internet native’ demographic, which demands immediate access to services wherever and whenever it needs them.

For an insurance provider like Endsleigh, this means offering a blend of self-service solutions (such as being able to change address details online) combined with agent interaction across multiple channels (such as webchat, email, telephone, SMS etc.). The company turned to Azzurri to map out the organisation’s multi-year transformational journey to become a fully integrated, multi-channel organisation. It was decided that a Workforce Management project would be carried out initially to ensure that adequate resource allocation and planning was in place to enable the multi-channel infrastructure to function as intended.

Workforce Optimisation involves the integration of a number of components including call recording, performance management, quality management and workforce scheduling and analytics within the contact centre. Together these components make contact centres more efficient while improving staff retention and morale, and improving the overall customer experience. In addition to the £1.3m net reduction in operational costs, Endsleigh received a number of additional benefits from the project:

An agile contact centre: Since implementing workforce management Endsleigh can respond to changes in demand more quickly; matching the number of people to the right task at the right time in the most cost-efficient way possible.

Comprehensive and accurate resource planning: Forecasting of agents’ time is now highly accurate with deviation levels as low as 5%.
Funded additional revenue growth: The operational savings achieved have been reinvested into the business to fund new revenue-generating activities.
Secured business support for additional change management projects: Azzurri’s diligence to demonstrate value throughout the project and the operational savings that were realised has helped the internal IT organisation make the business case for continuous improvement and change management.

Significantly improved processes which affect colleague retention, morale and adherence: Improvements to the planning of resources has improved the distribution of agent workloads, ensured better use of appropriate skills and reduced the number of requests for last-minute overtime. Agent adherence levels raised to over 90%.

Most crucially of all, the Workforce Optimisation project has laid the operational foundations for Endsleigh to become a leading multi-channel organisation without negatively impacting the company’s critical contact centre colleagues

“We knew that becoming a multi-channel organisation would require the whole of the business to be behind the vision at every step, and Azzurri understood this too,” comments Phil Baker, Head of Operational Change at Endsleigh. “Azzurri understood that our needs go beyond the technical requirements and were more than open to taking on the responsibility of ensuring the project was well received by the wider business. They helped us to involve the workforce at the very beginning so that they would be comfortable with the changes being proposed and didn’t feel we were imposing a ‘Big Brother’ style regime to watch over them. Azzurri helped our people to see the benefits that better planning would have on them, such as fewer last minute requests for overtime, a more even distribution of the overall workload and fairer holiday booking procedures, among many others. The results couldn’t have been better. Instead of agents accepting the new processes begrudgingly, they are now real advocates of them!”

With Workforce Optimisation in place, Endsleigh now has the tools and data available to better plan its contact centre resources flexibly and efficiently, and is now proceeding onto the next phase of its journey to building a multi-channel organisation with Azzurri.

“Azzurri understands the journey we are undertaking and the problems we are trying to solve along the way. I am confident that Azzurri is taking on all of our IT challenges and working with us to deliver our long-term goal of an efficient, multi-channel capability,” concluded Baker.

-Ends-

Press Contact:
Spartan PR
T: +44 (0)1242 532202
E: [email protected]

About Azzurri Communications
Azzurri is the UK’s leading independent provider of managed communications services. Our award winning products, services and solutions help customers turn networks and telecoms into strategic assets.


Distributed by http://www.pressat.co.uk/

Read the original blog entry...

Latest Stories
DX World EXPO, LLC, a Lighthouse Point, Florida-based startup trade show producer and the creator of "DXWorldEXPO® - Digital Transformation Conference & Expo" has announced its executive management team. The team is headed by Levent Selamoglu, who has been named CEO. "Now is the time for a truly global DX event, to bring together the leading minds from the technology world in a conversation about Digital Transformation," he said in making the announcement.
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Conference Guru has been named “Media Sponsor” of the 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. A valuable conference experience generates new contacts, sales leads, potential strategic partners and potential investors; helps gather competitive intelligence and even provides inspiration for new products and services. Conference Guru works with conference organizers to pass great deals to gre...
DevOps is under attack because developers don’t want to mess with infrastructure. They will happily own their code into production, but want to use platforms instead of raw automation. That’s changing the landscape that we understand as DevOps with both architecture concepts (CloudNative) and process redefinition (SRE). Rob Hirschfeld’s recent work in Kubernetes operations has led to the conclusion that containers and related platforms have changed the way we should be thinking about DevOps and...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develop...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
The next XaaS is CICDaaS. Why? Because CICD saves developers a huge amount of time. CD is an especially great option for projects that require multiple and frequent contributions to be integrated. But… securing CICD best practices is an emerging, essential, yet little understood practice for DevOps teams and their Cloud Service Providers. The only way to get CICD to work in a highly secure environment takes collaboration, patience and persistence. Building CICD in the cloud requires rigorous ar...
Companies are harnessing data in ways we once associated with science fiction. Analysts have access to a plethora of visualization and reporting tools, but considering the vast amount of data businesses collect and limitations of CPUs, end users are forced to design their structures and systems with limitations. Until now. As the cloud toolkit to analyze data has evolved, GPUs have stepped in to massively parallel SQL, visualization and machine learning.
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices to ...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
"ZeroStack is a startup in Silicon Valley. We're solving a very interesting problem around bringing public cloud convenience with private cloud control for enterprises and mid-size companies," explained Kamesh Pemmaraju, VP of Product Management at ZeroStack, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Large industrial manufacturing organizations are adopting the agile principles of cloud software companies. The industrial manufacturing development process has not scaled over time. Now that design CAD teams are geographically distributed, centralizing their work is key. With large multi-gigabyte projects, outdated tools have stifled industrial team agility, time-to-market milestones, and impacted P&L stakeholders.
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Enterprises are adopting Kubernetes to accelerate the development and the delivery of cloud-native applications. However, sharing a Kubernetes cluster between members of the same team can be challenging. And, sharing clusters across multiple teams is even harder. Kubernetes offers several constructs to help implement segmentation and isolation. However, these primitives can be complex to understand and apply. As a result, it’s becoming common for enterprises to end up with several clusters. Thi...