EMEA Customer Relations Specialist, Armatis leverage Calabrio WFM to significantly improve workforce efficiency

About the brand

Armatis is a company specializing in the outsourcing of customer relations and customer relationship management (CRM) services. It offers a complete range of customized solutions, from handling telephone calls to managing social media for its customers. With contact centers in several countries, the company offers multilingual support. And thanks to rigorous recruitment and training processes, Armatis guarantees a high quality of service.

  • Company Armatis
  • Industry Outsourced Customer Relations
  • Region EMEA
  • Products Used Calabrio Workforce Management (WFM)

Challenge

“For over 10 years, Armatis had been using the same planning solution, but over the years this solution had shown its limitations in terms of taking into account customer, social and organizational issues. These limitations increasingly led our WFM teams to work outside the planning tool on scenarios and schedules for the most voluminous and/or complex activities, then to re-import this work into the tool to edit the schedules. This manual management of planning had become far too time-consuming, tedious and resource-intensive, with mixed results”.

That’s why Armatis decided to acquire a new planning tool to meet all the challenges it had identified.

Solution

  • Take better account of the loads generated by the various contact channels and develop planning models that are more closely aligned with the needs to be served.
  • Significantly reduce manual tasks for planners, who have more time for higher value-added tasks (analysis and optimization of planning models).
  • Contribute to employee commitment by making them active players in their own planning, thanks to a mobile application that allows them to consult their schedule, request shift exchanges or flexible working hours, or offer their availability for overtime, without waiting to be on site.
  • Participate in Armatis’ environmental commitments via its carpooling module (carpoolers are identified so that they can be scheduled on identical times).”
Result

“Deploying Calabrio has enabled us to revisit the value chain of the planning process in depth, and to eliminate the elements that led to non-performance, while automating low value-added tasks as far as possible. In the near future, Calabrio will enable us to move from a decentralized structure with 24 employees to a more efficient centralized structure with 12 employees.”

The solution’s promising developments, particularly in terms of Artificial Intelligence, will enable Armatis to further automate certain repetitive tasks, improve calculation accuracy and predict fluctuations more accurately – all in the service of ever more efficient operational management and ever more effective planning!