30. September 2009

WDR mediagroup's Call Centre Received TÜV Certificate – WFM Boosts Employee Satisfaction

The WDR mediagroup dialog GmbH, Cologne, has received the QMCC (Qualitymaster Communication Centre) certificate by TÜV Rheinland, an independent organisation providing audits and technical services for developing safe and sustainable solutions. The QMCC certificate is a practical quality standard especially developed for call centres. Besides excellent performance ratings in the test ranges quality, economic efficiency, range of services, communication channels, customers’ requirements, consumers and end costumers, the call centre also achieved high marks regarding employee satisfaction. These are, among other things, attributable to the demand-oriented employee scheduling process of WDR mediagroup dialog taking into account the availability and working time requests of the agents. The call centre uses the workforce management system of InVision Software, a leading international supplier of enterprise-wide workforce management solutions.

The call centre’s main business is to increase the listener loyalty for the German radio stations 1LIVE, WDR2 and WDR4. Besides handling inbound calls, e-mails, faxes and letters concerning any enquiries about the radio shows, agents are processing ticket orders and requests for autographs as well as radio competitions and call-in-broadcasts.

“An excellent service for our listeners as well as a high customer satisfaction is essential for our day-to-day-business. Therefore, the satisfaction and motivation of our employees is very important to us”, explains Christiane Podang, managing director of WDR mediagroup dialog GmbH. “With the help of the workforce management system InVision Enterprise WFM we are able to provide the required service quality by optimising the scheduling of our agents, considering their working time requests at the same time.“

Using an intranet portal, the call centre agents have access to their schedules at any time. Here, they can enter their preferred working times directly into the system or swap shifts with their colleagues. Thanks to the integrated vacation and absence planning, agents are able to balance their work and leisure time.