Workforce Management Featured Article
Monet Solution Makes Club Med Contact Center Scheduling a Day at the Beach
Club Med is the pioneer of the all-inclusive vacation package and has been a consistently busy and successful company since its founding nearly 70 years ago. Today the company faces some unique customer service challenges and the performance of Club Med’s call centers is absolutely critical for the company’s continued success.
Historically, the vacation giant used spreadsheets to schedule agents in its various call centers as well as to forecast call demands. But the process of inputting data into the spreadsheets was both time consuming and unreliable, and it often took three weeks to get the schedules completed. The spreadsheet software was also unreliable, often crashing completely during the process. The entire scheduling process for the company’s approximately 100 agents, who work in call centers in the U.S., Portugal, Brazil and Canada, was effectively broken.
A few years ago, Club Med sought a new solution to its workforce management challenges. The company wanted a simple and reliable tool to ease the process of scheduling and forecasting, and turned to the Monet Workforce Management solution to streamline and simplify workforce management. The company’s cloud offering optimizes workforce resources by automating scheduling, forecasting and other functions. The result is increased contact center efficiency and better levels of customer service, as the solution matches the right number of agents with the necessary skillsets with projected customer demand.
An automated workforce management solution was the right choice for Club Med, and the company’s call abandonment rate dropped severely from 28 percent to just five percent. The company’s service levels also improved by six percent. Another important measure of success is the company’s conversion rate, and that also improved with Monet’s solution, with more incoming calls leading to transactions.
“After having Monet, we can never go back,” said Jesse Holder, workforce management specialist for Club Med. “It’s a very intuitive solution to use, especially the way the exports are done. It makes everything easier.“
In addition to scheduling and forecasting, Monet’s solution offers real-time adherence tracking to ensure agents’ planned activities match actual performance throughout the day. Performance management features report and analyze those activities and enable managers to review service results. Exception planning and intra-day management enable easy scheduling of days off, one-time and recurring meetings and the ability to adjust staffing and requirements on the fly.
Edited by Maurice Nagle