Afni Uses Intradiem to Drive Exceptional Customer Service for Clients by Deploying Real-Time Development

Contact center BPO quantifies FCR and completion rate results

ATLANTA, GA (December 10, 2013) – Intradiem, the leading provider of intraday workforce management solutions, and Afni, a contact center service provider that partners with clients to build customer contact solutions like customer care, service, sales and more, announce results from Afni’s deployment of Intradiem.

With more than 4,000 employees supporting a client base of well-known brands across telecommunications, cable/satellite, insurance and healthcare industries, Afni’s clients have frequent updates to products, services and processes, all of which require ongoing agent training.

Completing this training quickly and efficiently is critical to provide customer support for a diverse range of products and solutions. Maintaining service levels during fluctuating call volume and arrival patterns complicated things.

Afni selected Intradiem to deploy training in the context of unpredictable call arrival patterns. The technology sends important client updates, training, and development sessions directly to agent desktops during aggregated idle time, eliminating manual processes and seamlessly integrating and tracking the completion of agent development initiatives.

“We have an ongoing need to balance training and development opportunities with commitments to being here when our clients’ customers need us,” said Shayne Farrell, vice president of U.S. contact center services. “Intradiem gives us a way to push training resources and materials to our employees at just the right times of the day, without an interruption in service.”

Afni quantified results for one program in terms of completion rates, increased first call resolution (FCR) and coaches’ time saved during a six month period. Results include:

• An 18 to 40 percent higher training completion rate at sites using Intradiem, compared to sites not using the product.
• Serving as FCR leader for four out of six months in a multi-vendor environment.
• Coaches saved fifteen hours of time each month to dedicate to individual development sessions.

Coaches utilize advanced methods from the Afni Coaching Model to assist agents and drive KPIs. Since implementing Intradiem, every coach has approximately seven additional individual coaching sessions with agents to drive performance. Additionally, in its pilot of 60 coaches, Afni now hosts an additional 440 coaching sessions for an entire program in any given month. This means they have more time to:

• Observe more call recordings and perform quality development plans with agents to drive performance.
• Focus on lower-performing sales agents and immediately address behavior for improvement.
• Work with agents with higher-than-goal Average Handle Time (AHT) using real-time reporting and coaching.

“Afni’s program has already demonstrated great results in a mere six month timespan,” said Matt McConnell, Intradiem’s CEO. “We are excited to work closely with the company and help them further adopt the real-time workforce management practices that will drive their customer experience results and maintain their competitive advantage in the marketplace.”

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457