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London Borough of Hillingdon extends opening hours
without additional staff

Download Hillingdon's full case study

The challenge

The London Borough of Hillingdon is committed to delivering excellent service. Previously the Council used Excel spreadsheets to manage agent resource across the Council's contact centre. Increasingly, there was a requirement for wider management across a range of both skills and services.

Project outcomes

  • Moved from using Excel spreadsheets
  • Improves resource management
  • Open for longer without additional staff.

The right information, in the right place, at the right time

Discover more about workforce management

The solution

Hillingdon was impressed by the fact that QMax has been developed by those who know contact centre work inside and out. The Council has now moved away from complicated Excel spreadsheets to a streamlined workforce management system which managed the resource efficiently.

​The result

The ‘What if’ scenario, long range forecasting and Intra-Day Planning allow the Council to improve resource management. The Council is now open for longer, without the need to increase the number of staff.

“The support from Netcall has been invaluable.”

Download Hillingdon's full case study

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