Case Study: The DDC Group boosts workforce efficiency with Peopleware WFM

The DDC Group - Customer Case Study

The DDC Group, a business process outsourcing provider, faced significant challenges with its previous workforce management system. Issues included inefficient scheduling leading to understaffing and overstaffing, poor visibility into agent schedule adherence (estimated at 60%), and difficulty managing client reporting. They needed a scalable solution that could handle their multi-channel, multi-lingual, and largely home-based operations, which led them to the vendor Peopleware.

Peopleware provided a comprehensive workforce management platform that integrated easily with multiple client systems and featured an intuitive agent portal. The implementation dramatically improved schedule adherence from 60% to over 90%, enabled efficient self-service client reporting, and automated payroll processes. These improvements saved significant time, increased planning team productivity, and reduced agent burnout, allowing The DDC Group to efficiently manage a growing workforce of 2,000 employees.

The DDC Group

Damien Ellam

Workforce Manager