Case Study: Oi (BTCC) achieves improved service levels, higher agent satisfaction and 1.8% FTE reduction with NICE Systems Workforce Management

OI - Customer Case Study

Oi BTCC, the contact center arm of Oi — one of Brazil’s largest telecommunications providers — operates nationwide handling millions of calls annually across multiple cities. When labor rules required a new break pattern (two 10‑minute breaks and one 20‑minute break), the organization faced the challenge of fitting the mandated breaks into intraday volumes without harming service levels, efficiency or employee experience.

Using NICE Workforce Management and consulting, BTCC modeled multiple schedules and opted to combine one 10‑minute break with the 20‑minute break into a single 30‑minute break. That pattern better matched volume curves and was preferred by agents, yielding improved service levels, significant schedule adherence and agent‑satisfaction gains, and enabling a 1.8% reduction in operations FTEs.

OI

Glauber Medeiros

Planning and Traffic Manager, BTCC