Workforce Management Case Study

A multi-billion dollar world leader in Banking, this company’s customer base includes virtually every country in the world.

Overview

The Bank has been operating for more than 125 years. Client wanted to development a system where they could monitor the performance matrix, real time reports, quality management, human capital management, workforce planning and analytics, time tracking and big data analysis.

Netision studied these requirements and formulated a complete roadmap detailing out the development considerations and methodology for building the solution. The solution was successfully deployed to the Bank’s in premises high performance computing platform.

Challenges

The biggest challenge for the Bank is to connect to the different contact centers across the World, to get an update about the Service level quality of the resources. There was no way to check the health of the system across the globe and a single window to access the global data on a real time basis.

Solution

We developed a Work Force Management software, wherein we read the data from the contact centers spread across the globe and store in Databases. The Product has different access level of security for the senior executive and by logging into the portal they could see the service level, quality of service and measure other parameters.Some of the major activities done to provide the required solution included –

Results

Now it’s possible to align, assess, and optimize workforce performance without the added burden and cost of a bolt-on talent management application i.e. because it is the solution to 5 performance management tasks that are often overlooked.