By quickly fulfilling urgent reporting requests and providing concise data visualizations, WFM analysts give the contact center and other departments across SaveOnSP the greater insight and understanding they need.
For example, visibility into individual agent performance — including identifying agents who are struggling or avoiding calls — gives contact center supervisors an opportunity to provide timely, meaningful coaching or disciplinary action when warranted, saving SaveOnSP an estimated $500,000 per year through the elimination of unproductive staff.
Now, SaveOnSP’s contact center call adherence is “exceptional,” quality scores for most employees meet expectations (with many employees now surpassing the quality goal), intraday shrinkage now averages less than 5% per day and WFM forecasters have predicted calls within a 5% margin of error for nearly an entire year. The contact center also avoids the daily financial penalties it would have to pay if performance guarantees related to average speed of answer (ASA) and abandonment were missed – saving thousands of dollars.
But Calabrio ONE doesn’t just benefit the contact center. Executives and management across SaveOnSP now rely upon several Calabrio-powered, enterprise-wide dashboards every day, including one that presents a full summary of the prior-day KPIs. Several departments do, too — SaveOnSP’s billing department, for instance, significantly improved its team’s rates of missed calls, shrinkage and occupancy while finally eliminating a backlog of 10,000 outstanding tasks thanks to a Calabrio-powered time allocation analysis dashboard.
