After determining neither Verint nor NICE could match Calabrio’s workforce and quality management capabilities, CentraCare selected Calabrio ONE workforce optimization (WFO) to power its new, centralized contact center.
With Calabrio, agents can easily view all agent schedules, see the forecast, enter PTO requests, and set exceptions to accommodate meetings and training. Calabrio’s intraday management capabilities enable managers to easily schedule overtime or backfill a shift when an agent needs to sign off early. Managers can also augment set schedules using Calabrio’s dynamic availability—where agents select the times they’re available to work—and dynamic scheduling, where agents select the specific schedule they will work. They can also use dynamic scheduling to give tenured, high-performing agents scheduling preference.
Managers also use a point-based system to quality-control all teams—nurses, schedulers and providers. First, 1-2 calls each week are monitored and scored using five parameters: greeting, discovery, solution/technical, closing/technical and KPIs. Then, to inspire individuals to exceed baseline expectations, Calabrio is set to auto-fail agents who don’t meet requirements and assign zero points to team members doing only what’s expected.
And, to ensure a high level of service and protect itself against liability, CentraCare uses Calabrio to record calls handled by agents and the screens of remote workers—recordings which are then archived for seven years
