Case Study: MobileOne Ltd. boosts agent productivity and increases schedule adherence 15% with Alvaria (Aspect Workforce Management)

Telecommunications provider boosts agent productivity with flexible Aspect Workforce Management solution

MobileOne (M1) is a Singapore mobile-service provider known for rapid innovation and a strong customer-focus. Its 24/7 contact center handles about 85% of customer contacts and faced a complex multiskill, multiple-hotline scheduling challenge for 400+ staff: increase agent productivity, maintain customer satisfaction, cut costs, and gain flexibility to meet local work requirements.

M1 deployed Aspect Workforce Management with Real‑Time Adherence to improve forecasting, scheduling, real‑time monitoring and “what‑if” planning. The result was more efficient forecasting and tracking, schedule adherence rising from 80% to 95% (about a 15% increase), a 10% uplift in call handling without adding staff, steadier service levels during peaks, and scalable flexibility to add agents and hotlines.

MobileOne Ltd.

Stamford Low

General Manager