The Eurotunnel contact centre offers 24x7 multi-lingual services. These include travel news, information, passenger updates and general enquiries from travellers and tour operators. Their agents are multi-skilled to fulfil a number of roles and shifts needed to be matched efficiently to the interactions in order to meet call demands.
QMax schedules staff to ensure the agents with the right skills are available at the right time. The flexibility of QMax allows the system to be tailored to the correct training and skills including multiple language requirements.
More accurate call demand forecasting and agent availability allows Eurotunnel to produce optimised shift patterns to meet demand. The planning team also use QMax to match hours available against forecast call demand to produce reserve working schedules.