The Bank of America contact center infrastructure is 10,000 agents strong with 33 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 TotalView.
Prior to selecting TotalView Workforce Management from IEX, 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 worldwide 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.”