Date: 05/01/2014, Phoenix, Arizona
- Aspect Workforce Management delivers historical performance tracking, real-time agent performance and schedule adherence for Monitronics contact centers
- Provides visibility into drivers that increase agent engagement, leading to a better customer experience, and lower operational cost
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced that Monitronics, one of the nation’s largest and fastest-growing home security alarm monitoring companies, selected Aspect Workforce Management to help manage their contact center personnel, enabling the company to react in real-time to the changing demands of their customers.
In Monitronics’ recurring services model, reducing customer attrition is one of their biggest levers in driving shareholder value. With the changing demands of 1 million customers, “Monitronics needed a workforce management solution that could scale as the company continues to grow year-over-year. The efficiency benefits of Aspect Workforce Management have allowed us to focus our time on delivering exceptional customer experiences, high levels of employee satisfaction and cost control,” explained Torrie Marshall, Manager of Workforce Management at Monitronics. “For example, our Alarm Response Center (ARC) monitors thousands of potential life-safety and property loss events each and every day. We need to make sure we have the right people in the right place at the right time while a customer may be facing a life-threatening situation. We are able to successfully reach our service delivery goals by utilizing the Aspect solution, which provides us with insights into actionable trends that we use to more accurately forecast call patterns and staffing needs in our call centers.”
Monitronics set out to provide every customer with the same positive experience through properly staffed call centers, regardless of when their call is taken. The Aspect Workforce Management solution helps them to identify gaps and trouble spots throughout any given day and any given hour. This is important because it allows Monitronics to literally measure, calculate, and forecast trending service level needs, by the hour. Because the Aspect solution has given them the opportunity to focus their efforts on service level consistency, they can truly treat every call received with the same level of importance. They hold themselves to high service delivery standards and strive to bring peace of mind to customers in all their call centers by providing a personal touch and reliable, dependable assistance customers expect. They understand that building a positive customer relationship doesn’t happen overnight and requires the consistent ongoing efforts that Aspect has helped them provide.
“Leading organizations like Monitronics understand that in order to deliver exceptional customer experiences, they need to have all contact center functions and team members aligned and working with the same standards,” says Spence Mallder, Senior Vice President of Workforce Optimization at Aspect. “Organizations are competing in an omni-channel marketplace with the need to plan and deploy the right agents, at the right time. Aspect Workforce Management ensures that every agent and supervisor is productive, engaged and delivering remarkable customer care.”
Aspect Workforce Management ensures that contact centers have the right agents, with the right skills, at the right time and helps plan and manage the performance of inbound, outbound and blended staffing resources across all customer channels. The software’s core forecasting, scheduling and tracking capabilities allow organizations to accurately project future staff requirements to support customer demand, create efficient single and multi-skill staffing plans, evaluate schedule efficiency, monitor staff performance and adjust resources to meet changing demand in real-time.
To view the full case study, please visit: http://www.aspect.com/resourcecatalog/monitronics-cs.pdf
About Monitronics International, Inc.
A subsidiary of Ascent Capital Group, Inc., Monitronics is one of the nation’s largest and fastest-growing home security alarm monitoring companies. Headquartered in Dallas, it provides monitored home and business security system services to over 1 million residential customers and commercial clients through its network of independent Authorized Dealers in the U.S., Canada and Puerto Rico.
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.
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