Case Study: TeleTech achieves real-time mobile staffing and improved schedule adherence with Alvaria

TeleTech Leading provider of customer experience, engagement and growth solutions

TeleTech is a global leader in customer experience and engagement, employing 46,000 people across more than 80 countries. Its primary challenge was ensuring the right agents are in the right place at the right time—especially during peak seasons and across omni-channel contact points—while meeting the expectations of a mobile-first, millennial workforce and maintaining real-time visibility for clients.

To address this, TeleTech upgraded to Aspect Workforce Management 8, leveraging mobile-enabled communications, forecasting, intraday management, multi-skill/multi-chat routing and self-service scheduling. The result was faster, real-time responses to staffing needs, improved schedule adherence and agent reliability, better supervisor coaching time, integrated client reporting, and ultimately more engaged agents and happier customers.

TeleTech

Ken Pearson

Vice President, Global Workforce Management