Case Study: Alteram achieves dramatic service and forecasting improvements with NICE Systems' WFM and Value Realization Services

Expert Guidance Helps South African BPO Firm Mature & Improve Operations

Alteram Solutions, a black-owned ICT and BPO provider in Johannesburg with about 350 agents, faced a major operational challenge when its Excel-based approach proved unscalable after winning a large government contract. Manual forecasting, scheduling and no real-time adherence visibility led to time-consuming processes, high abandonment and low occupancy, so the company needed a reliable, automated workforce management solution to meet contractual service levels.

Alteram implemented NICE WFM in the cloud with NICE Value Realization Services and Professional Services support—conducting an operational assessment, integrating ACD systems, shifting to multi-skilling, and using a maturity model plus change management to drive adoption. The results: forecast accuracy improved 74% (volume forecasting corrected an 8% under-forecast), abandonment fell 84%, occupancy rose 82%, manual leave administration was virtually eliminated, and overall service levels and readiness to add new lines of business significantly improved.

Alteram

Musa Motautona

Head of Workforce Management