Tupperware Brands Corporation - Resource

CASE STUDY:
TUPPERWARE BRANDS CORP.
Benefits
VERTICAL MARKET:
Lowered average handle time; increased customer satisfaction Retail
and feedback scores.
COMPANY WEBSITE:
www.tupperware.com
Improved forecast accuracy and reduced the need for overtime.
LOCATION OF CONTACT CENTERs:
Maintained service-level consistency during contact center site Philipines and El Salvador
Total Number OF Agents: Approximately 86
consolidation and expansion to offshore locations.
Allowed for improved use of multi-skilled agents.
Improved company’s ability to manage exception handling ACD TYPE: and vacation planning.
Avaya
NICE PRODUCT: ABOUT Tupperware
NICE IEX Workforce Management
Tupperware Brands Corporation is a portfolio of global direct selling companies, selling premium innovative products across multiple brands and categories through an independent sales force of 2.4 million. Product brands and
categories include design-centric preparation, storage and serving solutions
for the kitchen and home through the Tupperware brand and beauty and
personal care products for consumers through the Armand Dupree, Avroy
Shlain, BeautiControl, Fuller Cosmetics, NaturCare, Nutrimetics, Nuvo, and
Swissgarde brands. In 2010, the company announced it had been ranked
On the NICE solution:
number two for the second straight year in the Home Equipment category
“Having the NICE IEX Workforce Management solution
allows us to respond to significant changes in our business
strategy without compromising service levels or adding
financial resources. Keeping this system in-house as we
manage our outsourced agents has given us control
over schedules and staffing levels.”
THE CHALLENGE
Debbie Coyle
expansion, saving considerable headcount in the process. Tupperware ini-
NICE/IEX Systems Administrator
Tupperware Brands Corp.
tially chose the solution to streamline processes, reduce costs and improve
Insight from Interactions™
of Fortune’s “Most Admired Companies” list.
For almost a decade, Tupperware had been using NICE IEX Workforce Management successfully. The company installed the solution prior to a major
accuracy of scheduling, all while rapidly growing the contact center.
www.nice.com
After many years of handling calls from a single U.S. based contact
center, the company made a decision to utilize two offshore contact centers to meet its growing needs. The contacts handled by
the centers – inbound voice and e-mail – are primarily from the
extensive worldwide Tupperware sales force, but also include calls
and e-mails from end consumers with questions about Tupperware products.
THE RESULT
Communication and training were the keys to Tupperware’s success in moving contact center activity to the two offshore locations. The company introduced NICE IEX Workforce Management,
in addition to their own policies and procedures, to the two contact
centers, and trained all personnel accordingly, including agents,
supervisors, managers and quality and report analysts. Compli-
For such a complex transition, Tupperware looked to its NICE IEX
ance was achieved very quickly once all personnel understood the
Workforce Management solution to help provide a seamless move
benefits of using the NICE IEX solution. Today, both contact cen-
of operations to the offshore centers.
ters average 96 percent adherence. Daily monitoring and communication, along with weekly conference calls, keep the U.S.-based
THE SOLUTION
management and the two offshore centers in sync.
The offshore contact centers Tupperware selected are staffed and
Tupperware found that the reporting provided by the NICE IEX
managed by a third-party outsourcer. Because of security concerns
WFM solution allowed for in-depth analysis of outsourced agent
in allowing non-employees access to Tupperware’s company net-
performance. The company remotely tracks many metrics, from
work, and because of a desire to maintain control over schedules
attendance to time utilization. Through use of the solution, U.S.-
and staffing levels, a decision was made to continue day-to-day
based managers were able to isolate and identify problems with
management of the offshore centers by Tupperware employees
agents’ use of after-call work. The issue was resulting in incorrect
located within the United States. Calls are now managed in, and
average handle times being reported. With the accurate data from
routed from, the U.S. to the two offshore centers based on sched-
the NICE IEX solution, staffing forecasts were not affected and
ules created stateside in NICE IEX Workforce Management. In ad-
agent behavior was quickly corrected.
dition to regular phone and e-mail activities, off-phone activities
(training, etc.) and unexpected staffing changes (sick days) are approved, coordinated and re-scheduled by a Tupperware manager
in Florida.
Tupperware found that having the NICE IEX WFM solution allowed them to move forward without any reservations. This system allowed for a smooth transition, and the company was able
to respond to significant changes in its business strategy without
compromising service levels or adding any financial resources – a
challenge that would have been all but impossible in the absence
of a superior workforce management solution.
ABOUT NICE Systems Inc.
NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions™ solutions and value-added services, powered by
advanced analytics of unstructured multimedia content – from telephony, web, radio and video communications. NICE’s solutions
address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and
take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers
in more than 150 countries, including approximately 80 of the Fortune 100 companies. More information is available at www.nice.com.
Insight from Interactions™
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