Hume City Council deployed the ShiftTrack WFM solution to assist with accurate planning of future workloads and staffing requirements within their customer service centres. The council operates three customer service centres and provides both front counter and call centre services to over 170,000 residents. The customer services centres assist residents with all enquiries regarding community services, building and planning permits, local laws and legislation, council rates, infrastructure programs, business support, waste and environment and any recent news and services available within the council.
Hume City Council is currently using the ShiftTrack WFM solution to provide greater service to its residents by accurately forecasting workloads and call volumes within its customer service centres. This ensures they have right number of staff available with the right skill to assist residents with all their enquiries, whether it is over the phone or in person.
Jo McCray, Manager of Customer Service at Hume City Council, comments,“We strive to pursue efficiency and continuous improvement within our customer service centres, which is why we chose to deploy the ShiftTrack WFM solution. The solution has allowed us to achieve a number of benefits, such as accurately forecasting our call volumes, predicting how many staff we require to meet our service levels, and scheduling the appropriate staff members with matched skills at each centre.”
The council is also empowering staff with a self-service approach within its centres by utilising ShiftTrack’s web-based staff self-service module as part of the solution. This allows staff to view their rosters and duties online and to submit their preferred times to work which assists management with the staff scheduling process. “We employ full time, part time and casual staff who can all work various shifts and rotate across all three customer service centre locations. We needed a solution that could incorporate staff preferences within the scheduling process and ensure we were staffed appropriately at each customer service centre location. With ShiftTrack WFM, we are able to accurately predict our workload, ensure the correct staff number are available to respond to enquiries whilst at the same time, able to consider the shift preferences of our staff when creating rosters,” adds McCray.
Ashley Clayton, Noble WFM Business Manager, says,“We are delighted to be working with Hume City Council. By deploying our WFM solution the council is ensuring it is utilising the latest technology to optimise performance of the customer service operation.”
About Noble Systems
Noble Systems Corporation (noblesystems.com) is a global leader in unified contact centre technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 4,000+ client installations worldwide using the award-winning Noble platforms for inbound, outbound and blended communications. The scalable, integrated Noble solutions include advanced ACD and predictive dialling; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform.
In October 2011, Noble Systems acquired Open Wave, one of the world's leading specialists for enterprise-wide Workforce Management solutions specialising in forecasting and staff scheduling. For more information, contact Paul Luketich at +61.02.8222.0500.
About Hume City Council
The City of Hume is located on the urban-rural fringe, just 20 kilometres north-west of Melbourne, Victoria Australia. Hume (hume.vic.gov.au) has a rapidly expanding population with over 170,000 residents. It has a rich cultural diversity, with a vibrant mix of approximately 140 nationalities. The council services its residents by operating three customer service centres which provide both front counter and contact centre services to all residents within its region.
Lee Allum, VP Marketing
P: +1.404.851.1331 x538 - E: lallum[.]noblesystems.com.