The Organization
Founded in the UK in 1934, William Hill is a global online betting and gaming company. It is organized into four business segments: retail, online, U.S. existing, and U.S. expansion.
Today, the company has over 16,000 people worldwide. Its company’s product and service portfolio comprises various activities such as gaming machines in licensed betting offices and online and telephone activities including sports betting, casino, poker, and other gaming products.
Motivation for Change
William Hill’s customer base increased massively in line with the growth in the online gambling market/sector and as a result knew they needed to bring in additional tools such as workforce management (WFM) as their Customer Service agent population grew. Making sure they had the right agents at the right time with the right skills was key to ensuring their customers had a great experience whenever they had to reach out to customer services with a question.
William Hill adopted Alvaria’s tool to help professionalize its WFM and drive greater buy-in for WFM investment across the company.
The Benefits
Help professionalize William Hill’s Customer Experience focus through sophisticated WFM. Alvaria Solution Consultants established baseline statistics as well as scenario modeling for investment decisions and helped William Hill articulate business case for investment in workforce. Signifigant increase in engagment of employees.
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