Case Study: Transcom achieves enterprise-wide forecasting and 90% forecast / 88% scheduling accuracy with Alvaria

Transcom addresses planning, forecasting and scheduling challenges for 20,000 agents and back-office employees with Aspect Workforce Management

Transcom is a European leader in outsourced customer contact with 20,000 employees across 73 service centers in 29 countries, delivering multichannel support in more than 30 languages. Faced with the complexity of scheduling a massive, multilingual, multisite workforce and meeting diverse national labor rules, Transcom needed accurate forecasting and coordinated back-office scheduling to reduce labor costs and ensure consistent, high-quality service worldwide.

Transcom selected Aspect Workforce Management to centralize forecasting, multiskilled scheduling and intraday tracking across inbound, outbound and back-office operations. The solution standardized enterprise planning, boosted forecast accuracy to 90% and scheduling accuracy to 88%, cut understaffing/overstaffing, improved intraday performance and pricing capability, and delivered 99.99% uptime—enabling Transcom to do more with fewer people and strengthen its competitive position.

Transcom

Michael Tobias

Business Support Manager