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Case Study

Telia Uses Automated WFM to Transform Its Entire Customer Experience

  • Improved schedule optimization
  • Greater agent adherence and happiness
  • Renovated retail scheduling
  • 14% Decrease in store wait times 

Automated scheduling shrinks wait times for both contact center agents and in-store personnel

Challenge

One key way in which the company realizes this vision: by aiming to provide star-quality service at every level of the customer journey through a unified, omnichannel experience—with channels including phone calls, digital communications and retail stores.

It’s an aggressive goal, especially for a busy, complex contact center. Its 4,000 agents respond to approximately nine million customer queries every year. For efficient, omnichannel customer service, it uses the conversational platform ACE Premium Cloud to allow customers to choose the channel through which they want to communicate with Telia agents: by phone, email, chat or social-media channels. Agent-customer interactions are multidimensional, falling under both typical customer service queries as well as requests for technical support. To top it off, 5-7 agent skill levels are in place at any given time.

Solution

Telia chose to integrate its ACE Premium Cloud conversational platform with Calabrio WFM.

Contact center managers use Calabrio’s intraday management capability to respond immediately to the unexpected changes that constantly occur in a contact center—for example, agents calling in sick, leaving early or resigning their positions.

Telia’s contact center agents use Calabrio’s online, self-service tool to request the shifts they prefer to work. They also use it to request and receive automated responses for time-off requests.

What has impacted our results the most is the ease with which our WFM team can use the solution and revise forecasted data.”
Daniel Tikka Zandhers –
Head of Workforce Operations – Telia

Result

With Calabrio, Telia’s contact center benefits from improved schedule optimization and higher agent adherence.

Agents appreciate being able to use an easy, online, self-service tool to request time off and select the shifts they prefer to work. They find they can better plan their social and family lives with the fast, automated answers their requests now receive.

But Telia didn’t stop there. After seeing Calabrio WFM’s success in its contact center, customer service leaders decided to deploy the solution to improve their customers’ in-store interactions as well. By using Calabrio’s automated scheduling to manage retail staffing for its physical storefronts, leaders decreased customer wait times by 14% via increased employee availability. Now, customer service lines and wait times in Telia’s stores are shorter, and a more even sales schedule makes retail staff happier.