Contact Center Workforce Managment

Sliding Line

  • The client is a fast-growing digital health business operating across multiple customer service and clinical operations teams. Their model focused on delivering digital perscriptions (sickness, weightloss etc.) and patient support across multiple channels.

    Rapid growth had created increasing complexity in workforce planning, and existing tools and processes were no longer able to support operational needs.

    Workforce management was largely run through Excel, which created significant operational overhead and required additional resource to maintain.

    This approach led to several structural issues:

    • Limited real-time visibility of demand and agent performance

    • High manual effort to build and maintain schedules

    • Inability to respond dynamically to changing demand during the day

    • Over-resourcing of up to 20% at points in the day due to static planning

    • Inability to make intra-day scheduling adjustments to protect SLAs

    At the same time, customer expectations were increasing and service performance was becoming a key driver of growth.

    The client needed to select a workforce management (WFM) platform that could:

    • Improve customer service performance and responsiveness

    • Enable real-time operational control

    • Reduce manual effort and reliance on Excel-based processes

    • Scale with continued business growth

    • Integrate with core systems, particularly Intercom

    The decision was commercially significant. Workforce management sat at the centre of cost control and customer experience, making vendor selection a strategic lever rather than a procurement exercise.

  • Exevion designed and delivered a vendor selection process, bringing clarity, pace, and objectivity to decision-making.

    1. Define requirements and success criteria

    • Conducted stakeholder interviews across Customer Service, Clinical Operations, and Technology

    • Mapped current Excel-based processes and quantified operational inefficiencies

    • Identified key pain points including overstaffing, SLA risk, and manual workload

    • Defined detailed functional and technical requirements

    • Aligned on success metrics, including service levels, utilisation, and cost efficiency

    2. Market scan and vendor shortlisting

    • Identified a long list of WFM vendors across customer service and healthcare use cases

    • Assessed vendors against critical requirements such as real-time adherence, forecasting capability, and intra-day management

    • Shortlisted vendors with proven capability to operate in high-growth, operationally complex environments

    3. Structured RFP and evaluation

    • Developed a detailed RFP aligned to the client’s operational scenarios

    • Facilitated vendor workshops to ensure solutions were tailored to real business needs

    • Ran product demonstrations focused on real use cases rather than generic capability

    • Built a weighted scoring model covering functionality, integration, commercials, and delivery risk

    4. Commercial and implementation assessment

    • Modelled total cost of ownership across different growth scenarios

    • Assessed integration approaches, particularly for agent status data and real-time reporting

    • Evaluated implementation timelines, risks, and dependencies

    • Challenged vendors on delivery approach and required internal effort

    5. Decision and mobilisation

    • Facilitated executive decision-making with clear trade-offs and recommendations

    • Aligned stakeholders across operations, technology, and finance

    • Supported transition into contracting and implementation planning

  • The programme enabled the client to move from a manual, resource-intensive planning model to a clear, scalable solution.

    • Selected a preferred WFM vendor aligned to customer service requirements and growth plans

    • Reduced reliance on Excel and manual scheduling processes

    • Enabled a shift towards real-time workforce management and intra-day optimisation

    • Reduced structural overstaffing driven by static planning assumptions

    • Accelerated integration by removing unnecessary dependencies

    • Provided a clear commercial model, supporting confident investment decisions

    Beyond vendor selection, the process created alignment across teams on how workforce management should operate in the future.

  • The client was managing workforce planning through Excel, which created high manual overhead, required additional resource, and limited visibility of performance. This resulted in up to 20% over-resourcing at points in the day and an inability to make intra-day adjustments to protect service levels.

    Exevion led a vendor selection to identify a workforce management platform that could enable real-time control, improve utilisation, and support growth. This included defining requirements, running a competitive RFP, assessing integration and commercial models, and aligning stakeholders on a clear decision.

    The outcome was the selection of a scalable solution focused on customer service, reducing complexity and accelerating delivery. The client moved away from manual planning, improved operational efficiency, and established the capability to manage demand dynamically and protect SLAs.

    For expert advice on optimising your service management processes, contact us to learn how we can assist with improving operational efficiency. 

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