The organization
Maximus, a global leader in operational services for government health and human service programs, has been a trusted partner to governments for more than 40 years. Specializing in delivering scalable solutions across local, state, and federal levels, Maximus is committed to strengthening communities through efficient program implementation and management.
Motivation for change
In 2021, Maximus acquired Veteran Evaluation Services (VES), a crucial partner for the United States Department of Veterans Affairs (VA). VES provides healthcare scheduling services for military veterans, requiring a seamless and efficient contact center to ensure the highest service standards. However, the VES contact center faced challenges such as staffing shortages, limited time for training, and outdated manual processes for scheduling.
To continue delivering exceptional service, VES needed a more proactive workforce management strategy to optimize contact center operations and meet growing demands. A key objective was to modernize scheduling processes, enabling staff to spend more time supporting veterans rather than managing administrative tasks.
Why Aspect
Maximus sought a comprehensive workforce management solution for their VES contact center that was both secure and flexible, adhering to government regulations like FedRAMP. Additionally, the solution needed to integrate with Amazon Connect to ensure seamless operations.
Aspect Workforce™ emerged as the ideal solution, providing advanced scheduling, forecasting, and real-time performance monitoring capabilities. The Aspect Customer Success team also played a vital role in guiding VES through the implementation process, offering tailored support to address their unique operational challenges.
"The level of support during setup and implementation was beyond anything I’ve experienced. Aspect’s team was not just willing but eager to engage and help resolve challenges." – Matt Weilnau, Sr. Manager of Workforce Services, Veteran Evaluation Services, a Maximus Company
The results
VES significantly improved contact center efficiency and employee productivity by implementing Aspect Workforce™. Managers gained access to real-time analytics, which provided deeper insights into contact center performance and identified opportunities to streamline workflows. With automated scheduling and precise labor forecasting, VES could maintain optimal staffing levels even during peak periods, all while reducing employee strain.
As a result, VES achieved an increase in service levels from under 80% monthly to consistently over 95% daily. Employees were better equipped to handle calls efficiently, leading to enhanced customer interactions and a more satisfied workforce.
"Aspect simplifies common scheduling and reporting challenges, allowing us to focus on higher-level objectives. Automated reports and schedules enable us to track and optimize our operations in ways that weren’t possible before." – Matt Weilnau, Sr. Manager of Workforce Services, Veteran Evaluation Services, a Maximus Company
The future
With critical workforce management processes optimized, VES are now turning their attention to enhancing customer service quality and developing agents’ soft skills. Not only has the organization eased the burden on leadership, but they have also empowered employees to focus on delivering a higher standard of care due to the improved reporting and scheduling capabilities of Aspect Workforce™.
As Maximus and VES continue to evolve, the partnership with Aspect positions them for ongoing operational excellence and improved service delivery for veterans.
