Eurostar overhauls call centre operations software
New scheduling software to reduce administration and boost productivity
David Friedlos,
Computing 13 Jun 2006
Eurostar is replacing scheduling software to better manage its call centre staff at busy times, reduce manual administration and improve productivity.
Its previous software lacked the real time flexibility to adapt staff schedules at the UK contact centre in Ashford.
Almost two million passengers travelled on Eurostar in the first three months of the year and the centre processes all consumer and agent phone bookings and supports online reservations and the organisation's frequent traveller programme.
Previously, managers had to use large numbers of complex spreadsheets to work around the limitations of the system.
Eurostar resource planning manager David Fairman, says the old system was time-consuming to maintain and because of the volume of data, it prevented immediate access to management information and key performance indicators.
Rather than an expensive upgrade of its Workplace Systems software, Eurostar opted for new software from GMT Planet which eliminates spreadsheets and the associated administration.
The software will provide Eurostar with improved forecasting and resource management to match staff to times of greater demand.
It will also give managers visibility of business and performance goals to support scheduling decisions and provide holiday and shift request self-service for the first time.
Fairman said: We want the system to be more than a data entry tool. We want forecasting, reporting and analytical features that will help us validate our strengths and identify ways for us to improve performance while supporting our culture of flexibility.
Additionally, staff will soon be able to use GMT Planets Employee Time Centre to amend their availability and exchange shifts with one another.