Verint TimeFlex Bot Helps a Leading Member Services Organization Empower Employees to Drive Business Outcomes
In just one month, the organization’s roadside assistance contact center reduced unplanned absences, churn, and overtime with AI-powered Verint TimeFlex Bot.
Results
- 19%
Reduced unplanned absences by 19% within the first month while also reducing churn.
Increased schedule efficiency and decreased analyst workload.
Improved employee sentiment around mental health, well-being, and workload management.
About the Leading Member Services Organization
A leading member services organization, providing a wide range of products and services including motor insurance and financing, emergency roadside assistance, and more, was struggling with employee recruitment, retention, and engagement. In addition, it was challenged by unplanned leave issues, which were exacerbated due to the post-COVID-19 economic and social climate.
“The feedback from agents on Verint TimeFlex Bot is probably the most positive we’ve seen within our contact centers for a long time. We’ve always been quite attuned to why people wanted to make changes and providing that approval process for them to be able to do so. But this has really shifted to empowering employees to drive the changes that suit them, but also help the business.”
Opportunity
Shifting towards a workforce engagement strategy
To overcome these challenges, the company wanted to better understand its employees’ needs. Key to this was transforming their business strategy from one focused solely on workforce management to a more holistic workforce engagement approach.
The organization’s goal was to uncover how it could influence better outcomes for its employees and, in turn, empower employees to drive more positive business outcomes. Further, the company needed to comply with a recent legislation change around psycho-social safety within the workplace.
Solution
Navigating peak period contact center challenges with Verint TimeFlex Bot
The member services company engaged with Verint to launch Verint TimeFlex Bot in its roadside assistance contact center. The bot empowers agents to make unlimited schedule changes to help them achieve a better work/life balance. The bot calculates the impact of these changes on service levels and operation goals in real time, ensuring the changes do not negatively impact service. All this is done without the need for manager intervention or approval.
Before broadly rolling out the solution to its roughly 130 consultants, the company launched Verint TimeFlex Bot across two teams made up of 25 to 30 agents over a 3-week period to test the platform and understand its impact from an employee perspective. The pilot started during the summer school holiday, during which time, the country was besieged with heatwaves and fires. Combined, these events made for a very volatile time, with significant ramifications to call volume and call distribution.
Verint TimeFlex Bot proved invaluable to the company in helping it navigate these challenges. Not only that, but, even in the face of these challenges, the best-of-breed Verint solution enabled the organization to drive numerous efficiency outcomes.
Benefits
The member services company measured the success of the Verint TimeFlex Bot rollout based on several different outcomes. From a business perspective, the company wanted to see a return on investment. While it was heavily invested in employee-driven outcomes, it also hoped to see a positive shift and measurable impact on unplanned leave, retention, and employee engagement scores.
Driving business outcomes
Within the first month of the Verint TimeFlex Bot launch, the member services organization saw a significant improvement in unplanned absences. Overall, unplanned leave decreased by 19 percent, which is an impressive accomplishment for any contact center. The company also experienced a reduction in churn and overtime thanks to Verint TimeFlex Bot’s flexible scheduling functionality.
At the same time, the member services company saw a measurable lift in schedule efficiency. Allowing agents to self-manage their schedules decreased the workload of analysts. Analysts no longer need to act as middlemen in the approval and decision-making process. As a result, they can now focus on other more strategic and impactful business outcomes.
Verint TimeFlex Bot also brought about recruitment strategy shifts for the organization. As the first contact center in the region to launch such a solution, the organization sees and highlights the bot as a distinctive employee benefit. Since implementing Verint TimeFlex Bot, it was able to fully reach its part-time recruitment goals, which it could never effectively meet in the past. Finally, the company can successfully comply with recent workplace legislation changes.
Empowering contact center agents
The member services company also achieved high employee sentiment around the use of Verint TimeFlex Bot. This was critical given the company’s desire to not only empower its employees to improve their work/life balance, but also help deliver better business outcomes.
To get a clear view of agent sentiment of the new scheduling solution, the company used employee surveys and focus group interviews. The results immediately showed very positive employee sentiment toward Verint TimeFlex Bot, as well as improved sentiment around mental health and well-being benefits, workload management, and willingness to stay with the company because of the enhanced flexibility the Verint solution offers them.
“Through our recent engagement survey, people started to highlight their willingness to stay with (the company) because of what TimeFlex can offer them from a flexibility perspective.”
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