It is difficult to provide timely and efficient reporting of workforce management metrics to business leadership due to a large number of disparate data sources. This creates detrimental service levels and unmanageable occupancy rates within the call center, and drives an incremental increase in cost per call. A fortune 500 streaming provider expressed issues regarding several outsourcers, several WFM solutions, and multiple login IDs.

ethosIQ accepted the challenge and implemented ethosIQ’s patented BPO (Business Process Outsourcer) Optimizer solution; installation of a single collector to connect with all outsource providers, translate and deliver schedules and obtain activity changes and logs and much more.

The fortune 500 streaming provider saw an overall increase in efficiency, decrease in cost—with an annual savings of $6 million in year 1—and a reduced error rate of manual entry.

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