The organization
Best Egg (formerly Marlette Funding) is a consumer financial technology platform that aims to help people feel more confident about their everyday finances through a suite of products and resources. The Best Egg team is made up of more than 400 contact center employees headquartered in Wilmington, Delaware with agents located in Texas, New York and Mexico.
Motivation for change
In 2019, the company had 150 agents in its contact center network. Coming out of the COVID-19 pandemic in 2020, Best Egg experienced rapid company growth in both loan originations and product expansion adding Secured, Credit Card, Flexible Rent, and Vehicle Equity Loans to its primary Unsecured Loan product. This necessitated a rapid increase in the team, and by 2021, the company had more than 400 team members across its four locations.
Before the pandemic, time management was manually done by individual managers. This became impossible with an expanded team across multiple contact center locations and the explosion of the remote workforce. With all this growth and complexity, it became apparent that Best Egg required a more efficient workforce management (WFM) solution for time management, scheduling, and forecasting.
Why Aspect
Best Egg wanted to work with an industry leading provider for its dynamic WFM needs. The company prioritized team satisfaction, requiring a secure yet easy-to-use WFM platform for agents to have more control over their time and enable their work- life balance. Additionally, the WFM platform needed to give management the ability to optimize staffing with scheduling and forecasting, all while continuing to efficiently meet customer call demand.
Enter Aspect Workforce. Best Egg team members had previous positive experiences with Aspect and found that other WFM platforms couldn't match Aspect’s robust features.
“Compared to the other systems I’ve used, it has been far easier to work with Aspect. The platform, configuration, reporting, security options, and deciding access levels is much easier to set up and modify than in other systems. On top of that, the seamless integration with our telephony platform creates an “all in one” UI solution, making our colleagues' jobs that much easier.” – Director, Forecasting and Analysis
The results
Best Egg worked with the Aspect customer success team through every step of the process, from requirements, then the initial build out, followed by post-launch assistance. At the end, this collaboration ensured Best Egg had optimized usage of the WFM software.
Once launched, Best Egg achieved improved agent schedule adherence with increased optics through real-time schedule widgets in Aspect Workforce, raising levels from around 85% to over 90% in most customer facing areas within two years. The company increased security while reducing internal support tickets by 90%, simplifying workdays across teams utilizing Aspect’s secure single sign-on with multi-factor authentication. With Aspect’s integrated platform, service levels improved while reducing agent-based costs due to much lower idle time. Best Egg maintained desired service levels and met company goals efficiently with Aspect’s IB/OB forecasting capabilities.
Overall, Best Egg has accomplished better management of staffing requirements through scheduling options that Aspect Workforce provides and enables their employees to easily manage their time. Best Egg management also has better capabilities around scheduling and forecasting, as well as superior tracking of real-time work productivity with additional intraday reporting across the organization.
“Aspect has been a great source to provide more autonomy to agents, freeing up time for management to put towards coaching and engagement.” – Best Egg Manager
The future
Best Egg’s implementation of Aspect’s comprehensive workforce solutions realized important changes in just one year. The company aims to continue utilizing Aspect’s powerful solutions to offer more clarity on individual tasks, make informed workforce decisions, and increase visibility along multiple lines of business.
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