Eskom Holdings, which supplies nearly all of South Africa's electricity and about 50% of the energy consumed by the African continent, has deployed IEX's TotalView workforce management system.
Prior to installing TotalView, Eskom did not have an effective workforce management system in place. "Schedules were only issued once a year. Adherence was not measured and neither was forecast accuracy," says Kevin von Berg, corporate specialist of customer service at Eskom.
Noted performance improvements include increased service level goal attainment, improved scheduling accuracy, increased staffing efficiency and effectiveness, contact centre virtualisation and overflow capabilities, giving each individual site more flexibility.
Eskom currently has more than 350 agents spread across seven locations that handle nearly four million service, credit and payment contacts per year.