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Case Study

Paychex Immediately Improves Contact Center Efficiencies Across the Board

  • $500k+ in annual productivity savings
  • 20% Adherence Growth
  • 45% Increased intraday optimization
  • Forecasted within 5% of actuals in first 10 weeks

Consolidating disparate WFM efforts delivers fast results and half a million in annual saving

Challenge

Solution

Using the Calabrio ONE platform, Paychex has optimized its contact center scheduling and intraday forecasting, enabled more contact center staff to focus on client relationship management, and implemented a voluntary time-off program to prevent overstaffing during low-volume periods.

The fast results we achieved really opened everybody’s eyes. We gave people WFM insights they’ve never been able to see before.
Caryn Yurkstas –
Sr. Workforce Analyst – Paychex

Result

Paychex immediately improved agent adherence by 20%, increased intraday optimization by 45% and delivered forecasting that—in its first 10 weeks—came within 5% of actuals.

Long-term results are equally impressive—the initiative has saved Paychex $539,000 in productivity.