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London Borough of Hillingdon Council
From spreadsheets to sophisticated tools

The challenge

The London Borough of Hillingdon Council used excel spreadsheets for staff scheduling and forecasting. This was a labour-intensive and insecure method. With a view to gain wider management across a range of both skills and services the council looked into workforce management (WFM) systems.

The solution

Netcall’s workforce management solution,QMax, was chosen to fulfil these objectives and the Council are now able to extend opening times without needing to employ additional staff. This is an extremely important result given the constrained budgets within the Public Sector.

“The support from Netcall has been invaluable. QMax has been developed by those who know contact centres inside and out.”

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