In 2001, First Horizon faced the need to consolidate four independent, single-skilled contact centers for each of their four main product types (Deposits, Loans, Bank Cards, and Online) into two fully-integrated, net-worked, multi-skilled contact centers.
Prior to this move towards consolidation, First Horizon achieved some staffing success in their single skill environment by utilizing Erlang C calculations with Microsoft Excel. However, as cross-training became a real need and agents’ resumes began boasting multiple skills, it became quickly evident that Erlang C would fail in a multi-skilled environment. Aware of the potential efficiencies possible in a cross-trained world and with the pending merger of their call centers, First Horizon turned to the workforce manage-ment industry for new staffing options.
After considering a number of products from major workforce management vendors, First Horizon selected GMT based on an ability to handle skills-based scheduling and an existing implementation of GMT Planet within their bank branches. This pre-existing relationship provided an easy base from which to expand the relationship and an excellent opportunity for First Horizon to fully utilize the capabilities of GMT Planet. In addition to offering a competitive feature set, GMT Planet was also very competitively priced.
Through precise forecasting and analysis of call volumes, GMT Planet enabled First Horizon to establish call distribution rules for the two new centers that would result in more efficient schedules while maintaining the expected level of service for their customers. Using GMT Planet’s remote user capabilities, First Horizon eliminated unnecessary administrative costs by having one employee, Analyst Greg Perdue, manage both contact centers from a central remote location.
With GMT Planet’s hierarchical nature and the Mission Control module, a customizable graphical display of key performance indicators, Greg can quickly analyze historical, real-time and forecasted data for both sites and drill down for detailed departmental and agent information. If changes are needed to improve service levels or increase efficiency, he is equipped to either make adjustments within GMT Planet or quickly contact supervisors at each contact center site. “I now have more insight into our agent popula-tion and more decision-making tools at my fingertips than I have ever had previously. I can now provide our supervisors and management with the information they need to make quick, instant decisions…and I am not even on location at either center.”
Since implementing GMT Planet into their call centers, First Horizon has thus far: Absorbed a near double-digit growth in call volume while only in-creasing staff by just over 2% Permanently reduced the operating hours in one call center with no impact on service levels Increased productivity through improved agent adherence to schedule with GMT Planet’s real-time adherence Saved over $500,000 in reduced operating and staffing costs
“In addition to the substantial direct impact to our bottom line, GMT Planet has enabled First Horizon to enhance our customer service delivery and provide a consistent customer service experience for our members,” concludes Ron Rector, Senior Call Center Manager at First Horizon.
From its roots as a small bank in 1864, First Horizon is now one of the nation’s leading financial companies, offering deposit products, loans, investments, insurance, financial planning, trust, asset management, credit card and cash management services. With more than 13,000 employees located in more than 40 states, First Horizon National Corporation provides financial services through hundreds of offices. Today the corporation has evolved into one of the nation’s most respected bank holding companies in asset size and market capitalization.
