Case Study: Leicestershire County Council improves contact centre efficiency with Peopleware

Leicestershire County Council - Customer Case Study

Leicestershire County Council faced significant challenges in forecasting and scheduling for its diverse and seasonal contact center operations. Using spreadsheets and an outdated telephony platform led to variable forecast accuracy, which negatively impacted customer experience. To address this, they selected and implemented the Peopleware workforce management application to gain professional forecasting and scheduling capabilities.

The implementation of Peopleware provided a rapid and effective solution, requiring minimal IT investment. The results were dramatic improvements in forecast accuracy, the ability to schedule weeks in advance, and better management of shrinkage and schedule adherence. Peopleware saved the council at least one hour of planning time per day while enabling a more proactive, efficient operation and a smooth transition to hybrid working.

Leicestershire County Council

Derrabella Hadley

Head of Customer Service