The Value of Real-time Data in the Command Center

A Case Study with AAA Michigan & Inova Solutions

The Challenge

The customer service call centers at AAA Michigan rely on the Dearborn, Michigan-based command center to manage call volume and maintain appropriate staffing levels. The hardworking workforce management group at the command center routes eight million incoming calls every year to 900 agents in three call center locations.

The group quickly became overwhelmed by the volume of calls and lack of insight into real-time queue metrics. Their Avaya switches did not provide the real-time data visibility they needed to run the command center at maximum efficiency, so AAA Michigan decided to reach out to Inova Solutions for help.

The Solution

AAA Michigan worked with Inova Solutions to implement a real-time data reporting and digital signage solution that keeps workforce managers informed of current operational conditions. At a glance, managers could now monitor the number of calls in queue and real-time staffing levels, so that they could most efficiently route calls and manage technology and human resources.

AAA Michigan’s workforce managers use the Inova system to access several real-time metrics that help them keep their call centers running smoothly. For example, when the number of calls in queue or the average speed of answer exceeds pre-determined thresholds, the command center is alerted and managers begin to enlist assistance from other skill groups or sites. Real-time staffing level data helps identify if the current staffing level is sufficient to handle call volume. AAA Michigan also uses the Inova system to monitor service level throughout the day and determine if any operational adjustments need to be made.

The Results

AAA Michigan's Dearborn command center is very pleased with the Inova real-time data system. "This is excellent software that visualizes the way you imagine your phone system data," said AAA Michigan Workforce Manager Unnati Patel. "Our Avaya ACD doesn’t have the capabilities to combine multiple sites’ stats into one group data display, but Inova solved this problem for us."

AAA Michigan’s command center has seen a 5% improvement in service level since implementation of the Inova real-time data reporting solution. Patel attributes this improvement to the ability to instantly access a real-time view of staffing and call volume across their three centers. "The real-time displays help us identify any issues with routing. For example, one site may have calls in queue while another site has availability and can help handle the volume."

"The views we use work really well for us," said Patel. "The display alerts us to struggling skill sets, helps us maintain correct staffing levels for each skill set, and lets us know when to start pulling the necessary triggers to get assistance."