O&P Rijk (P-Direkt) is the innovative HR service to and for the national government. P-Direkt ensures that the 120,000 civil servants can manage their own personnel data on their own as much as possible. Leave of absence, salary information and HR administration. For specific questions about legislation in the area of personnel and salary administration, the P-Direkt contact center is the key contact point for its employees.
BrightContact partnered with O&P Rijk (P-Direkt) to migrate and optimise their Workforce Management environment for approximately 1,000 agents. We transitioned their legacy system to an on-premises NICE IEX WFM solution, upgraded it to the latest version, and provided both WFM business consulting and technical consulting services.
The NICE IEX WFM-implementation, has led to a demand-driven optimization of assigning the right skills, at the right time and the right employee for optimal customer satisfaction. Through the use of NICE WFM the capacity and employability is further optimized in the Contact Center and the customer satisfaction further improved.
