Bank of America Case Study

The Bank of America contact center infrastructure is over 10,000 agents strong with 34 sites that handle a combined 78 million calls annually. They have 1,900 end users and, at any given period, there are approximately 600 users logged onto the TotalView® Workforce Management System.

Prior to selecting TotalView from IEX Corporation, a subsidiary of NICE Systems, Ltd., Bank of America sites used a combination of automated workforce management systems and manual processes. The previous workforce management structure was not leading to the results that Bank of America needed to operate an effective, efficient contact center that would satisfy its customers.

"We needed a workforce management system that could handle our complex environment, but it needed to be easy for our operations and front office teams to learn and use," said Ann Lawrence, operations consultant for Bank of America. "TotalView Workforce Management provided us with a system that showed immediate results with employees and has had a positive impact on all of our customers."

The initial installation of TotalView involved a dedicated Bank of America workforce management software support (WFMSS) team that worked with IEX and automatic call distributor vendor Avaya to ensure accurate installation and effective training sessions for the new workforce management system. Together with IEX, the WFMSS team provides continuing education on the TotalView system with conference calls,Webinars and IEX training Wellcare visits.

"TotalView Workforce Management has led to high user satisfaction because of the concrete information that TotalView provides to Bank of America to effectively run its contact center business," said Lawrence.

Customer satisfaction scores have exceeded the bank associates’ goals as a result of using adherence scores as an incentive for identifying behavior that exceeds team goals.

The TotalView Real-Time Adherence feature allows Bank of America's management staff to become involved in daily operations of the contact center. The company attributes real-time adherence with fueling a cooperative attitude between the workforce and management teams.

Overall, TotalView Workforce Management has streamlined processes across all 34 sites and significantly increased customer satisfaction since its implementation.

Carlson Marketing Group credits TotalView® with:

• Increasing customer satisfaction
• Streamlining WFM processes
• Improving employee morale