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Eurotunnel use workforce management tools
to offer outstanding service

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The challenge

Eurotunnel's contact centre offers 24x7, multi-lingual service and multi-skilled agents. They identified that they needed to match agents to call demand factoring in language skills and shift times. To achieve this, especially at peak times, they needed a solution to help.

The solution

QMax helped Eurotunnel to create an optimised set of shifts that matched the agents available. It allowed them to tailor, and factor in, the 5 languages on offer. They could then match calls to agents with the correct skills in the right place at the right time. Reserve working also allowed for an extra level of flexibility.

QMax - The Journey to Workforce Optimisation

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The result

Eurotunnel can now forecast within a 5% accuracy on a week to week basis. They saw a 17% reduction in abandoned calls and 12% increase in speed of answer.

“As one of Netcall’s longest running customers we have really benefitted from the experience and expertise the consultants have provided us with. They instinctively speak our language and can offer advice on any problems we may have.”

Ian Harrison, Contact Centre Manager - Eurotunnel

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