ProtoCall One launches Workforce Optimisation Practice

  • Andy Turner appointed to head team focussed on 'Supporting the agent'

London, U.K. - 23 May 2007 - ProtoCall One, the UK's premier systems integration consultancy for the contact centre industry, has announced today the appointment of Andy Turner to head up its new Workforce Optimisation (WFO) Practice in the UK. The Practice will focus on delivering technology tools, processes and best practices that will drive agent performance, whilst giving them greater control of how and when they work.

Andy Turner's credentials have been established over the past ten years with high-impact roles in Resource Planning Management and Training for organisations which include BT, Thomas Cook and the Professional Planning Forum. He played a leading role in the first Genesys 7.2 implementation in Europe, during which time he worked closely with both Genesys and a major UK telco in developing the requisite WFO functionality.

"Contact centre agents have one of the most demanding jobs around," says Andy Turner, Head of the ProtoCall One Workforce Optimisation Practice. "They are at the coal face of customer contact, and are under constant pressure from management to 'deliver more'. Organisations can do a lot to help agents perform their roles more effectively and empower them to manage their working lifestyles.

"A recent industry survey concluded that over a third of UK call centres now see that getting the balance right between agent home and work life is an integral part of improving agent performance. ProtoCall One's Workforce Optimisation practice is dedicated to helping contact centres use technology better to strike a delicate balance between the key contact centre drivers of agent performance, agent morale, customer satisfaction and of course, operating costs," Andy Turner continued.

Recent Genesys research shows that over 80 per cent of UK contact centre operators now identify agent productivity as 'a major issue' for their customer service business. According to the findings, four out of every five contact centres are already in the process of installing intelligent technology solutions to enhance agent productivity. 82 per cent are implementing a unified desktop and WFO approach, while 64 per cent are focusing their activities on the digital collection of data, screen-pop technology and intelligent data transfers to ensure a rapid, seamless transition throughout the separate aspects of the call.

About ProtoCall One
ProtoCall One is UK's premier systems integration consultancy for the contact centre industry. It is the leading independent advisor to the country's top telecommunications service providers, helping them develop advanced network-based solutions for large contact centres. It is also widely recognised as the 'Number One' professional services and support organisation for the industry-leading Genesys Call Centre Solutions. ProtoCall One helps organisations to identify and resolve the technical and business issues involved in integrating contact centres into mainstream business processes, with a strong focus on financial services, telecommunications, travel and public sector markets. Additional information is available at or for more information please contact:

Cynthia Thompson
Marketing Manager
ProtoCall One
Tel: 0870 204 2613

Manuela Whittaker
IBA, PR for ProtoCall One
Tel: 01780 721433

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