Verint TimeFlex Bot Provides an Unprecedented Level of Schedule Flexibility for Telco Company’s Employees

Opportunity: Overcoming higher-than-average absenteeism and attrition rates

Listening to its employees through surveys and engagement polls, the company recognized a growing need for the organization and its staff to have greater schedule flexibility. For example, when schedules couldn’t be adjusted to meet employee requests, employees would frequently just call in to report their absence. Employees wanted a better way to manage their schedules and strike a balance between work and personal life. Seeing the importance and potential benefit of further enhancing support of its workforce, the telco sought a solution to improve schedule flexibility while maintaining service excellence.

Benefits: Improving employee satisfaction, enhancing operational efficiency, and reducing costs

The response from the telco’s employees was swift, with thousands of schedule adjustments made monthly using Verint TimeFlex Bot. Within 90 days of implementation, the company saw significant improvements.

• Attrition: Month-to-month attrition improved by 24 percent. From a starting baseline of 3.3 percent, attrition dropped to a three-month average of 2.5 percent.
• Unplanned absences: Monthly unplanned absences improved by 24.1 percent—from a baseline of 19.6 percent to a 3-month average of 15.73 percent.
• Schedule Efficiency: Schedule efficiency (the matching of resources to demand) also improved by 4.5 percent, increasing from 88.05 percent to 91.27 percent.

Impressed by these results, the telecom company decided to expand Verint TimeFlex Bot to its other contact centers, aiming to empower over 2,000 agents across its business. Upon full rollout, the company expects annual savings of $5.2 million and an ROI of 10.8X based on standard employee costs.