Case Study: Terre d'Appels achieves flexible, efficient workforce planning with Peopleware

Terre d'Appels - Customer Case Study

Terre d'Appels, a contact center BPO with a deep commitment to diversity and inclusion, faced major difficulties in staff planning and management with its previous Excel-based solution. The system was inefficient, inflexible, and incapable of managing key performance indicators or meeting complex, 24/7 client service level goals. This led the company to seek an optimized workforce management solution from Peopleware.

By implementing Peopleware's WFM platform, Terre d'Appels transformed its planning process. The solution provided efficient scheduling, precise KPI tracking, and multichannel management. For Peopleware, the results were significant: the company retained its largest client by consistently meeting service goals, enhanced its recruitment appeal by offering agents greater flexibility, and improved planner efficiency. The long-term partnership has lasted over ten years, and Terre d'Appels plans to further adopt the Time-Off module to streamline operations.

Terre d'Appels

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