GMT Helps TDS Telecom Reach New Heights in Service Quality, Productivity
GMT Planet™ workforce management software drives customer service quality, productivity levels higher
NORCROSS, GA -- (July 30, 2007) - GMT Corp., an industry leader in enterprise workforce and cash optimization solutions, today announced that its GMT Planet workforce management solution has enabled TDS Telecom to dramatically boost customer service quality and productivity levels.
Having grown to become the sixth largest independent telecommunication service provider in the country through a series of mergers and acquisitions, TDS Telecom turned to GMT to address the challenge of increasing the service quality and efficiency of its customer service network of branch and contact center operations distributed over 29 states. With GMT Planet, TDS Telecom replaced previously manual and time-intensive processes, such as forecasting and scheduling, with standardized and automated processes, enabling the company to streamline operations and eliminate redundancies.
“Our investment in GMT Planet has enabled us to serve our customers better and faster,” explained Larry Silver, associate manager, workforce management and reporting at TDS Telecom. “Much like GMT’s banking customers, we face the challenge of supporting a mix of products and services through a geographically distributed network of branch and contact center locations. In the final analysis, GMT Planet was the workforce optimization solution uniquely suited to help us address such a daunting challenge.”
With GMT Planet, the highly-acclaimed workforce optimization solution, TDS Telecom gained visibility and control over all essential workforce and performance management such as call forecasting and skills-based scheduling. In addition to supporting strategic planning and budgeting functions and delivering accurate shift scheduling and other reporting data, the system has also increased employee satisfaction through self-service features and greater schedule flexibility. With its new workforce optimization capabilities, the company reported adherence levels over 90%, exceeding initial expectations. Significant gains in productivity have also enabled TDS Telecom to avoid about $250,000 a year in initially projected schedule management staff expenses.
“The results that TDS Telecom has reported illustrate the array of benefits that GMT offers to our customers,” said Simon Angove, chief executive officer of GMT. “In a highly competitive industry such as telecom where customer turnover and loyalty are of paramount importance, our solutions are especially relevant in helping companies profitably meet and exceed customer expectations.”
About GMT Corporation
GMT’s workforce and cash optimization solutions create competitive advantage by enabling companies to improve customer service and sales, while decreasing their variable expenses. The company’s product line combines precision forecasting and intelligent scheduling with powerful analytics and performance management tools – together delivering a complete solution that is priced to deliver quick return on investment. GMT serves financial services and contact center customers worldwide, including ABN AMRO, Citibank, Nielsen Media, Pizza Hut, SunTrust, UPS, Washington Mutual and Wells Fargo. The company is privately held with headquarters in Atlanta, Georgia, and offices in the U.K., Australia, and India. For more information, visit www.gmt.com.
