Case Study: Algar Tech achieves 65% reduction in overtime and 122% increase in schedule adherence with NICE Systems Workforce Management

Algar Tech - Customer Case Study

Algar Tech, a Latin American ICT and BPO provider based in Uberlândia, Brazil with 12,000 staff and 24/7 contact-center operations, faced growing pains as it expanded its outsourcing services: the back office lacked reliable productivity metrics and workforce planning knowledge eroded after staff turnover. The company needed better performance visibility, schedule adherence and operational productivity but was not fully leveraging its NICE Workforce Management (WFM) investment.

Algar Tech combined NICE WFM and Desktop Analytics with consulting and training from partner A5, redesigned forecasting and scheduling processes, and integrated SmartSync-based controls to enforce schedules over four months. The initiative delivered a 65% reduction in overtime, a 122% improvement in schedule adherence (from 38.4% to 85%), more accurate forecasting and analytics, higher employee engagement, and is now being expanded to additional teams.

Algar Tech

Cristiano Santos de Oliveira

Operations Director