Case Study: Endsleigh Insurance achieves £1.3m operational savings with Maintel's workforce optimisation

Design and implementation of a workforce optimisation project

Endsleigh Insurance, a UK insurance intermediary serving students, graduates and sport markets, needed a better way to plan and manage its contact centre as it moved toward a fully integrated multichannel model. Working with Maintel, the company set out to improve resource planning, match agent skills more effectively and gain clearer visibility of day-to-day and long-term operations, using a workforce optimisation approach based on the Avaya Workforce Management platform.

Maintel implemented the workforce optimisation solution to automate scheduling and holiday booking, provide real-time monitoring of service levels and improve forecasting and staffing decisions. The result was £1.3 million in operational savings, forecasting accuracy to within less than 5% deviation, improved customer service and stronger staff morale, with savings reinvested into new revenue-generating activities.

Endsleigh Insurance

Phil Baker

Head of Operational Change