Leumi Card, one of Israel's leading credit companies, needed to improve forecasting of call volumes and optimize staffing levels across its six call centers to better meet targets. Previously, forecasting and scheduling were done manually in Excel. Leumi Card implemented WFMwizard workforce management software, which improved daily forecasting accuracy by over 5% and staffing levels accuracy by more than 15%, allowing call centers to meet targets 95% of the time with 10% fewer agent hours.

1. WFMwizard Customer Case Study: Leumi Card
Leumi Card is among Israel's leading credit companies, providing an
extensive array of issuing and acquiring services as well as payment and
credit solutions.
The challenges: how to improve forecasting accuracy of daily and hourly
call volumes in each call center and how to optimize agents staffing levels
and shift design in order to meet target service levels and make call
centers operation more efficient.
The Company In the main call center, daily call volumes are extremely
LeumiCard is among Israel's leading credit companies, volatile, making accurate forecasting and staffing very
providing an extensive array of issuing and acquiring services difficult.
as well as payment and credit solutions.
The challenges: how to improve forecasting accuracy of
The Challenge daily and hourly call volumes in each call center and how to
The objective was to optimize call center operations and optimize agents staffing levels and shift schedule design in
achieve target service levels. Leumi Card needed to improve order to meet target service levels and make call centers
the forecasting accuracy of incoming call volume to its 6 call operation more efficient.
centers, better plan agents staffing levels and optimize shift
schedule design. It also sought to achieve target service
levels under increasing volumes of customers' inbound calls,
especially to its major call center, with minimal staff additions.
In the past Leumi Card tested, selected and implemented an
Enterprise Workforce Management Software and its work
processes, but the operation of the solution was too
complicated and results not satisfactory so the
implementation remained very limited. . Thus, the forecasting,
staffing and shifts design phases of the workforce
management weekly cycle were continued to be done
manually, combining MS Excel spreadsheet calculations,
managers’ experience and "gut feelings”.
www.wfmwizard.com …workforce management step-by-step

2. The Solution
Screen Shots
Leumi Card selected WFMwizardTM workforce
management solution to perform the weekly capacity
planning and optimization of its 7 call centers.
WFMwizard was installed on two workstations: the
workforce planning administrator and the operations analyst
(the process took a few minutes each). The 6 call centers
were then setup in the system, a process that took a few
hours for each call center, most of it for data preparation.
Then weekly capacity planning & optimization commenced,
in a process that only takes The Company a few hours each
week, for all 6 call centers.
WFMwizard began to forecast calls volumes for each call
center every week - weekly, daily and hourly levels, including
special events modifications, calculate agents staffing
requirements to the hour level and optimize the shift
schedule design.
The Results
WFMwizard improved Leumi Card's daily forecast accuracy
Min. System Requirements
by over 5% and agents' staffing levels accuracy by more
Windows – 7/Vista/XP/2000
then 15%. The call centers now meet target service levels by
2.4 GHz Intel Pentium 4 or equivalent
95% and number of agent hours is 10% less.
512 MB RAM
100 MB free hard disk space
All these achievements are attributed to the implementation
1024x768 screen resolution
and performance of WFMwizard in Leumi Card.
Try WFMwizard today!
Learn more about WFMwizard. Download a free, fully
functional 30-day evaluation version
www.wfmwizard.com
WFMwizard
14 Weizmann St. • Tel Aviv • Israel 64239
Toll Free (US) +1-877-533-5177 • www.wfmwizard.com • sales@wfmwizard.com