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Testimonials

Testimonials:

 

Electric Utility

We were performing our own interval based forecasting until the day we switched to SCO. Our forecasts and schedules changed overnight. So did our wait times, service levels and productivity. We did not hire more agents. The same agents answered the same demand with much lower wait times and fewer abandons. (References Available on request)

 

Federal Government

We had five years of service levels that were always below target. The day we switched to SCO everything changed. We exceeded our service levels. Wait times were consistently short. First call resolution increased. Agents were truly grateful for the way that their work lives were transformed- happier callers, less stress and higher satisfaction. (References Available on request)

 

Health Insurance

The day we switched, we thought our calling rates had suddenly and inexplicably dropped off. It looked that way because the long queues we use to have suddenly dropped down to levels that were perfectly manageable. The demand stayed the same. We were just answering the demand with shorter queues. Shorter wait times also increased our productivity. It was a fascinating cocktail that we did not expect. Lower wait times, higher productivity, no new hiring. (References Available on request)

 

Banking

For years, we needed to grow but interval based forecasting could never take us there. We could never make the case for more staff because those forecasts never responded to our growth. SCO showed us exactly the extra staff we needed and how to time them. SCO equipped us with exactly what we needed to retain and grow our customer base in this intensely competitive market. We chose the forecasts that care about our wait times and not surprisingly, it fixed our wait times. (References Available on request)

 

Credit Union

It’s easy. We don’t worry about call counts and talk times. SCO just tells us how many agents we need every interval. It’s always the right number and it keeps pace with our growing business. (References Available on request)