Our client is a government executive agency that focuses on the administration and support of businesses across the UK.
Demand for their services peaks at the beginning of each year when businesses supply company information and need to speak to the agency about often complex queries. People resource and telephony trunk capacity for inbound and outbound calls are adjusted to meet peak demand.
This ensures quick response times are maintained, even as lengthy query- resolution discussions with businesses take place.
In the last half year, our client has been transitioning to smarter ways of working, as part of a wider digital transformation programme.
Smarter Working is a central government initiative focused on creating more flexible and agile workplaces inside government – workplaces that appeal to today’s employees, drive collaboration and high performance, and enable high quality customer service.
- Call volume/duration
- Call response times
- Trunk capacity
- Customer experience
- Technology adoption
Our workplace analytics software, Tiger Prism, has supported this government agency for several years. It gives the agency the telephony information it needs to manage people resource and trunk bandwidth in line with customer call demand.
More recently, our client wanted to extend the workplace analytics it viewed through Tiger Prism, to understand whether new technology and smarter ways of working were being adopted by employees.
Traditional ways of working include employees sitting at one desk at all times, a landline telephone as the main means of voice communication and employee performance being judged by time inputs more than successful outputs.
With unified communications infrastructure in place, our client was in a position to understand whether employees were working in multiple, diverse locations, on mobile devices instead of their desktop computers and to determine whether inbound calls were being handled effectively by those employees working more flexibly.
We were asked to upgrade the agency’s use of Tiger Prism to provide this data on employee activity and behaviours.
With our deep understanding of the client context, we quickly developed a new set of reports that captured employee activity on Office 365 and Skype for Business. The reports were updated close to real-time and appeared on our client’s dashboard.
The data showed which devices employees were working on, how long they spent on voice and video calls via Skype and which employees specifically were using the new tools made available for more flexible working.
Telephony statistical reports continued to be generated. This enabled a cross-comparison in call activity between traditional phones and IP telephony.
Skype for Business data also provided statistics on the extent of staff collaboration.
Our client was able to assess employee adoption of new technology and smarter ways of working and make comparisons with traditional communication tools.
The speed of adoption highlighted the need for further communication and training that would motivate more employees to take up smarter working practices.
More managers were given access to the dashboard, so they could see which employees were changing working patterns and assess whether changes in workplace behaviours were altering performance outcomes – for better or worse.
The next step we are taking with this client is Microsoft Teams integration, to further enhance their oversight of how employees are communicating and collaborating.