Allianz Suisse: Multi-Site Workforce Management with InVision Enterprise WFM
Allianz Suisse, one of the most important insurance companies in Switzerland and part of the global insurance group Allianz, now optimises the scheduling of 150 service centre agents with a workforce management (WFM)system from InVision Software, one of the leading international providers of WFM solutions. The agents are located at four different sites across Switzerland, handling all client claims. By introducing InVision Enterprise WFM, the workforce in all locations is managed centrally from a single site ensuring an optimised distribution of the workload as well as ensuring high quality of service and customer satisfaction.
InVision Enterprise WFM was implemented several weeks ago and Richard Habenberger, Resource Manager at Allianz Suisse, is delighted with the solution for optimised staff scheduling: “Our ultimate ambition is to reduce the administration efforts for managing our workforce. Therefore, we needed a new WFM system that is able to centrally manage planning for all service centres. It was crucial that we can provide our planners a powerful tool for creating and controlling rule-compliant schedules, while automatically taking into account our complex employee contract structure. Additionally, the solution has to offer full functionality in all of our three national languages German, French and Italian. The InVision WFM system met all of these requirements. From our site in Zurich, we are now centrally creating optimised schedules at the push of a button – for all agents working at the four different Swiss service centres.”
Using the PhoneLink interface within the InVision software, all relevant statistical information for planning and scheduling, e.g. call times, call volumes and call handling time from the CTI (Computer Telephony Integration) system, is automatically transferred to the new WFM system. Based on this historical data, the planners set up a detailed forecast of the expected working volumes and the required staff with the help of the InVision module ForecastPro. The AutoScheduler enables the planners to create rule-compliant schedules in a fully automated process covering the forecasted demand. For intraday management and control of schedules, as well as for staff evaluation and performance analysis, the planners use the OnlineCockpit where KPI (Key Performance Indicators) comparisons can be done in real-time across all service centre units.
“Our solution meets the needs of Allianz Suisse in an ideal way as the system is capable of mapping virtual structures and thus optimally supports the multi-site scheduling of geographically dispersed sites”, says Peter Bollenbeck, CEO of InVision Software. “In addition, the analysis and monitoring features help to further increase the productivity of the service centres: Planned and actual working times are permanently monitored enabling the planners to re-align future scheduling to the forecasted demand even more precise in order to ensure an optimised service level.”