Case Study: American Century Investments achieves 90% service levels and near-instant answer times with Alvaria Workforce Management

Aspect Workforce Management allows company to improve customer care

American Century Investments, a leading investment manager with about 1,300 employees and a 175‑agent contact center, faced persistent customer service issues despite appearing adequately staffed. Long hold times, rising abandon rates and missed service‑level targets—exacerbated by unpredictable call volumes tied to market activity—made their existing workforce management solution and vendor support unsatisfactory.

They implemented Aspect Workforce Management (including eSchedule Planner and Real‑Time Adherence) and developed a Capacity Model that uses staffing, attrition, hires and shrinkage data to forecast and schedule precisely. As a result, service levels climbed to about 90% (exceeding the 80% goal), average speed of answer fell from over four minutes to roughly five seconds, abandon rates dropped from >14% to ~1%, and agent satisfaction and schedule accessibility improved.

American Century Investments

Nina Westvold

Director, Contact Center Operations