Challenges
What challenges or issues were you facing that led you to seek a solution like ours?
Best Egg (formerly Marlette), a consumer financial technology platform that aims to help people feel more confident about their everyday finances through a suite of products and resources, was experiencing rapid growth coming out of COVID in 2020 and was looking for an industry leading provider for our Workforce Management (WFM) needs.
In 2019, we had 50 internal customer facing agents as part of our 150 FTE call center network with time management done by individual managers in Excel. Coming out of COVID, we doubled in 2021 and then grew to nearly 200 colleagues (as part of our 400 FTE network) with product expansion from a monoline Unsecured Loan to Secured, Credit Card, Flexible Rent and Vehicle Equity Loans. All this, growth led to us needing to launch a WFM team and needing a platform for time management, scheduling and forecasting.
Solutions
Why did you choose Aspect as your WFM solution?
Aspect was chosen primarily due to my team’s past experiences using their on premise product (Aspect’s eWFM) with prior large financial service provicders. Every other WFM platform we evaluated during the RFI process did not come close to matching WEM’s ease of use on the front end backed up by one of the leading WFM platforms across any industry in terms of features and functionality.
How did our solutions help solve and/or mitigate your problems?
WEM provided better management of staffing requirements through scheduling options and enabled our agents much more control to manage their time. In addition, it gave management superior tracking of real-time work productivity with additional reporting functionality at all levels – Workforce, management and agents.
What role did our Customer Success team play in helping to achieve your goals?
The Customer Success team was there every step of the way – from the initial build out, launch and with periodic “check in” engagements for assistance from their multiple SMEs to ensure proper setup and optimized usage.
How does our product/service compare to others you've used in the past, if any?
WEM was much more user friendly with more capabilities around reporting, scheduling, forecasting. Equally important was the telephony integration providing the best outbound platform and blended inbound skilling of agents for different call types which is far easier in Alvaria with THE best outbound controls in the industry.
Outcomes
What sets Aspect apart?
Compared to the other systems I’ve used in other companies, it has been far easier to work with Aspect. The platform itself, the configuration, the reporting, the options for security and deciding access levels – it is much easier to set all of this up, and modify it, than in those other systems. On top of that, the seamless integration with telephony provides an “all in one” UI solution to make our colleagues job that much easier.
How have Aspect's solutions impacted your organization?
Aspect has Improved our WFM and dialing operations processes for more clarity on duties and responsibilities along with increased visibility to multiple lines of business.
Can you share any specific examples or metrics that demonstrate the impact of our solution?
- Agent Schedule Adherence – With increased optics and focus on Schedule Adherence, we were able to raise our levels from the mid 80%s to over 90% in most of our customer facing areas within two years (with still more room to improve)
- Service Level – With the all in one platform, we are able to fully leverage the blended IB / OB skilling along with overflow capabilities to maintain our desired SLs while meeting our outbound dialing goals in an efficient manner.
- Cost Savings – the Aspect telephony platform has allowed us to achieve 10% reductions in agent based unit costs tied to reduced idle time within a year of launching the product
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