Altice expands project and includes SNS24 and TAP in automated schedule management
Altice Portugal, a conglomerate with a dominant position in television, radio, content production, telecommunications, and internet in Portugal, started in April 2021 the expansion of the project to use the SISQUAL WFM tool and subsequent optimized management of its employees.
Founded in 1994, since June 2015 it has been a wholly-owned subsidiary of the Altice Group, active in various segments of the telecommunications sector such as fixed business, mobile, multimedia, data, and enterprise solutions.
SISQUAL, although it was already an ally in the team management in the retail part of Altice with MEO stores and call center, now begins a new phase of the project expansion to all of the company’s call centers. This includes the SNS 24 call center, Brisa, and the technical outsourcing team, which within the 36 call centers of Altice will be the first ones to use SISQUAL WFM software. Later, the project will be rolled out to all others, including the Via Verde and TAP call centers, thus guaranteeing planning and control of around 4500 employees.
The need arose from the company’s difficulty in reconciling the availability of employees, especially nurses who are working at SNS 24, and ensure schedules with optimized resources. This planning was once done manually, using email to request employees and subsequent Excel treatment, which from now on will be completely automatic.
Altice decided not only to expand the tool’s usage to the remaining call centers but also to implement the complete software package with all the SISQUAL WFM modules. The solutions go from automatic planning to operations and payroll calculation with integration to the respective ERPs. It is expected that within 6 months the operation will be fully automated in SISQUAL WFM and then will be possible to acknowledge an improvement of teams’ organization.