Barclaycard Business decided to take bold steps to bring its resource planning in-line with the organization's need for more effective and efficient customer-focused service. Previously, only one of Barclaycard's three contact centers used a formal workforce management solution. The other two operated on large spreadsheet models. Typically these centers were characterized by service levels below target with wide variation between sites and a system-wide forecast variance greater than 6 percent. This resulted in more than £200,000 in overtime costs for the first half of the year. In addition, the processes needed to support resource planning required a full-time planner to handle holiday requests and schedule changes. It also left management with little insight into exception handling.

Although Barclaycard Business operates from three geographical locations, the TotalView system’s multisite capability made it easy to manage these together as one virtual center.

The following benefits were realized:
• Realized a 9% reduction in total annual operating costs
• Achieved full ROI in 11 months
• Improved service level by 20%
• Reduced overtime costs by over 40%