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Case Study

CEGA Group Taps Automated WFM for Smarter Contact Center Scheduling

  • Faster, more efficient rostering processes
  • Smarter forecasting and preparedness
  • More empowered employees
  • Higher agent engagement

Dramatic improvements in answer times and decreased wait times after fourfold increase in agents

Challenge

CEGA contact center leaders had assigned their agents an ambitious goal: pay out claims on the first call. But they quickly found that a variety of challenges jeopardized the attainment of that goal.

All agents maintained a long average call handling time of over nine minutes. Call volumes were seasonal—winter volumes averaged 600-700 calls per day, but summer call volumes often rose to 1,300 calls per day. In addition, agent shift patterns were varied and complicated, and the rostering process was a manual, time-intensive one.

Solution

With Calabrio WFM, managers are in complete control of their contact center environment even when away from their desks. They can build complicated rosters with ease, publish them using real-time data and share them months in advance.

They also can compare agent schedules as they happen—from tablets or other mobile devices—and make appropriate adjustments on the move. Clear visibility of intraday activities and real-time adherence also lets them schedule team or 1:1 meetings to occur during quiet periods.

In addition, agents receive automatic pop-ups on their desktop that remind them when to take breaks or go to lunch, and confirm any shift changes they requested earlier. And, a new agent leaderboard leverages gamification elements to publicly reward top performers for their hard work and success.

We believe that just answering calls quickly is not enough, and we instill this philosophy into our agents. For instance, we aim to pay out claims on the first call and are putting in place a ‘customer ease’ program as a means of actively measuring customer satisfaction levels.”
Ben Thomas
Customer Service Manager

Result

All staff feel empowered to take control of their time—both at work and home—thanks to the new self-service capabilities, advance notice of allocated shifts and increased performance transparency that Calabrio provides. All staff also can identify trends and pinpoint areas for potential improvement by using Calabrio’s historical view of contact center activity.

Agent engagement has grown, with agents appreciating the flexibility and level of control they now have—they can take ownership of their rosters, check and swap shifts, and even book their holidays quickly, from home, with very little management intervention.