Call Center of WDR mediagroup Received TÜV Certificate – Workforce Management with InVision Software Boosts Employee Satisfaction

Lisle, IL / Ratingen (Germany), September 30th, 2009 – The WDR mediagroup dialog GmbH, Cologne, has received the QMCC (Qualitymaster Communication Center) certificate by TÜV Rheinland, an independent organization providing audits and technical services for developing safe and sustainable solutions. The QMCC certificate is a practical quality standard especially developed for call centers. Besides excellent performance ratings in the test ranges quality, economic efficiency, range of services, communication channels, customers’ requirements, consumers and end costumers, the call center also achieved high marks regarding employee satisfaction. These are, among other things, attributable to the demand-oriented employee scheduling process of WDR mediagroup dialog taking into account the availability and working time requests of the agents. The call center uses the workforce management system of InVision Software, a leading international supplier of enterprise-wide workforce management solutions.

The call center’s main business is to increase the listener loyalty for the German radio stations 1LIVE, WDR2 and WDR4. Besides handling inbound calls, e-mails, faxes and letters concerning any enquiries about the radio shows, agents are processing ticket orders and requests for autographs as well as radio competitions and call-in-broadcasts.

“An excellent service for our listeners as well as a high customer satisfaction is essential for our day-to-day-business. Therefore, the satisfaction and motivation of our employees is very important to us”, explains Christiane Podang, managing director of WDR mediagroup dialog GmbH. “With the help of the workforce management system InVision Enterprise WFM, we are able to provide the required service quality by optimizing the scheduling of our agents, considering their working time requests at the same time.“

Using an intranet portal, the call center agents have access to their schedules at any time. Here, they can enter their preferred working times directly into the system or swap shifts with their colleagues. Thanks to the integrated vacation and absence planning, agents are able to balance their work and leisure time.