Global energy company achieves 99% adherence and 25% cost savings

Overview

A multinational energy services company with operations spanning multiple continents was struggling to maintain consistent service levels across its global customer service centers. The company, which provides energy solutions to both residential and commercial clients across different time zones and regulatory environments, needed a unified approach to workforce management that could optimize staffing efficiency while maintaining high service standards across all locations.

Challenges

• Effective global coordination and real-time shift management were essential to maintaining high service levels and meeting our operational targets
• This required a robust system to manage workforce activities seamlessly across different regions

How We Made It Happen

Centralized Global Command Centre

• We centralised all workforce management (WFM) activities offshore, creating a Global Command Centre
• This enabled swift and efficient monitoring and management of workforce operations, ensuring consistency and reliability across all locations

Proactive Shift Monitoring

• We implemented a system to monitor over- and under-attendance on shifts in real-time
• This allowed us to adjust break patterns and schedule team activities dynamically, such as huddles, coaching sessions, and focus groups, to maintain optimal staffing levels

Flexible Scheduling

• We introduced flexible scheduling practices to accommodate varying operational needs
• This included adjusting team activities based on real-time data, ensuring that our workforce was always aligned with service demands and operational goals