Securex Increases Schedule Adherence from 67% to 99% in One Year with Verint

Securex helps organizations to manage critical day-to-day HR administration processes, so they can concentrate on what matters most – growing revenues.

Results

32%
Increased adherence from 67% to 99% in one year.
€210,000
Reduced unplanned absence by 7.5%, saving ~€210,000.
22%
Reduced call abandonment by 22%, improving CX.

About Securex

Belgian HR Services provider Securex is empowering its agents to make in-the-moment schedule changes and plan their administration time for when they choose. By aligning agents’ preferences with Securex’s scheduling priorities, the company is improving employee engagement and work/life balance.

We are now reaching every KPI and SLA. We have stability and a satisfied workforce,” says Lieve Huygens, Customer Care Director, Securex.

Opportunity

Securex helps organizations to manage critical day-to-day HR administration processes, so they can concentrate on what matters most – growing revenues. Their services range from affiliation as independent, payroll, payroll optimization and insurance administration to business and people management consulting, and legal advice.

Previously, Securex relied on a spreadsheet-based system to manage its 65-strong workforce. The process was complex, labor-intensive, and potentially subject to error. Moreover, it was difficult to ensure the right people were scheduled at the right time. And it was challenging to share resources with the right skills across teams during busy periods.

Reporting was rudimentary, too. Securex had minimal insight into what employees were doing, how effectively they were performing, and where they needed to sharpen their skills.

People also had very little flexibility in their day-to-day operations scheduling. Securex staff wanted more flexibility to balance their busy lives with their work responsibilities. “We needed a single entry point for customers and one organizational-wide voice,” says Lieve Huygens, Customer Care Director, Securex. “We also wanted a unified view of every person that impacts the Securex service experience, including skills and availability to handle workload.”

Huygens and her team recognized that a modern, intuitive workforce management solution would empower Securex to improve efficiency, accuracy, and flexibility. “It would give us the capability to maintain a complete, up-to-date overview of people’s skills, especially in fast-changing areas such as legal affairs,” she says.

Solution

Working directly with Verint, Securex deployed Verint Workforce Management to deliver workforce management flexibility, ease, and empowerment without sacrificing customer experience or operational efficiency.

During one of the workshops created as part of the workforce management transformation, it became clear that Securex agents were devoting one hour to administration tasks, at a set time of the day. Using Verint Workforce Management, agents are now empowered to make in-the-moment schedule changes at their own pace and plan their administration time whenever they choose. Staff are ultimately trusted to work with more flexibility.

Agents are also empowered to quickly make schedule adjustments with automated approval rules, including time off requests, task/channel switching, and shift swaps. “This way, we have complete, shared insight into what agents are doing, how effectively they’re performing, and where they need to sharpen their skills,” says Huygens.

Verint Workforce Management was deployed as part of a wider customer engagement strategy, with Verint connected to a modern Vonage telephony platform.

“Verint Workforce Management has simplified workforce management and increased agility. For example, fewer clicks are needed to make a schedule, there are more flexible scheduling options, and it’s simpler to manage work across the enterprise,” explains Huygens.

Benefits

By standardizing on Verint Workforce Management, Securex has created a single voice – a holistic view of its workforce. Verint Workforce Management provides agents with unprecedented scheduling flexibility, empowering them to own their schedules and make changes without manager intervention. These capabilities have resulted in:

Increased schedule adherence from 67% to 99% in one year.
Reduced the call abandonment rates from 15.3% (total 39,780 calls) to 4.6% (total 11,960 calls) in one year. Looking further back into history with the previous system, the call abandonment % reached a peak of 27% in June 2022. It is now just 4.6%, greatly improving the customer experience and retention.
Reduced unplanned absence from 15.6% to 8.1% in one year. This way, Securex has hired three fewer full-time equivalent (FTE) staff, saving approximately €210,000.

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