CHELMSFORD, Mass. – The PerformanceEdge Group of Aspect Software Inc., a provider of unified communications for the contact center, announced that Peak5, a loan servicing provider, has reduced call abandonment from 10 to three percent, and improved overall customer satisfaction by implementing PerformanceEdge workforce management in its contact center.
"Loan servicing is a competitive industry where customer care and collections initiatives are critical to success. Aspect understands this and has helped us manage our contact center for improved productivity and job satisfaction. Aspect eWorkforce Management has made a huge impact throughout our contact center," said Bill Heep, assistant vice president of loan servicing at Peak5. "Everything has been working smoothly, down to the agent training on the new applications, which only takes a short half-day, as well as the follow-on service."
Peak5 is utilizing the capabilities of Aspect eWorkforce Management and the "Empower and Perform" enhancement packages to help its multiskill and multichannel contact centers accurately plan, manage and optimize performance.
The company also is leveraging the "Real-Time Adherence" capability of the solution to help contact center managers and supervisors monitor agents’ schedule adherence in real time. In addition, with PerformanceEdge, Peak5 is automating the schedule change and notification process, enabling agents to view their work schedules and easily request shift changes, vacations, and other schedule adjustments.
"Workforce management applications can make a big difference in an organization's customer service and its overall business processes. The results that Peak5 has seen are a great example of the value that workforce management can provide," said Bob Kelly, vice president of the PerformanceEdge group at Aspect Software. "We look forward to continuing to support Peak5's efforts and business objectives by providing enhanced capabilities and services that will make a positive impact on the bottom line and provide its customers with a truly unique experience."