Wix cuts time spent on agent scheduling by 40% with Calabrio, improving adherence and shrinkage across shifts for 1,400 staff

Before the introduction of Calabrio, planning and devising work schedules for contact centre experts was a complex, time-consuming manual task carried out by analysts using large, cumbersome spreadsheets. It could take a scheduling analyst up to four days to create the schedule for each market for the coming two weeks.

Forecasts for capacity were married up with availability of staff. Then, every detail relating to shifts was entered manually into a spreadsheet, including rest breaks, lunchtime, holidays, meetings, training time, and other project work. This often led to errors, such as mis-keyed entries and corrupt formulas, which could make the schedules inaccurate.

Once a schedule was created, it was difficult to amend and couldn’t accommodate changes like unforeseen absences or sudden demand for extra capacity. Locally, agents and managers could not make necessary amendments to swap shifts or deal with last-minute alterations in availability.

Crucially, there was no monitoring of adherence or shrinkage. Without visibility, it was almost impossible to improve forecasting or make informed real-time adjustments to maintain efficiency and consistently meet service level agreements.

Analysis of past performance indicated shrinkage could be as high as 56% and was likely to be negatively impacting customer satisfaction. Also, it was difficult to support contact centre experts more effectively without knowing what was happening on a granular basis.

The Wix scheduling team needed to find a solution that would automate these complex scheduling requirements and integrate seamlessly with their existing technologies and new AI-powered workflows.  This would remove a significant administration burden, freeing up time to focus on optimising customer engagement outcomes.

Instead of taking days to manually put together schedules, it now takes hours, saving at least 40% of each scheduling analyst’s time. Error-prone manual data entry has been minimised, and schedules are now accurate, clear, and transparent for users and managers. This has given analysts more time to look at ways of improving schedules and making shifts more comfortable and rewarding for experts. As a result, they are now fine-tuned to requirements and constantly adjusted to incorporate changing circumstances and to align with SLAs. Daniela Gagea. Workforce Optimisation Manager at Wix, says, “Our focus has changed from piecing together schedules to continuous improvement, assessing the bigger picture, and adding further value to support our experts which helps our delivery team too.”

Kateryna Prychkina, Workforce Optimisation Manager at Wix, adds: “Our experts can use the self-scheduling feature in conjunction with their managers to alter shifts as necessary. Sharing some of the responsibility gives users more control and flexibility which they appreciate.” For example, during the current week local teams can rearrange activities to extend meetings or move them to more appropriate times.

Adherence is improving already, up by 15% and expected to rise to 90% when all the BPOs are fully onboard. Daniela explains, “Having adherence tracked in Calabrio means we have complete visibility, otherwise what cannot be measured cannot be controlled. Adherence has been a pain point for us, but now we can take appropriate remedial action, as well as set realistic KPIs for our internal agents and BPOs.”

By cutting out manual, error-prone spreadsheets, Wix has observed up to a 10% improvement in scheduling accuracy. This in turn has led to faster resolution times due to better resource allocation, and has decreased shrinkage by 10%. Furthermore, these operational benefits are starting to translate into increased customer satisfaction with CSAT up by 3% and improved SLA metrics. Feedback from Wix experts has also been positive, with agents experiencing higher job satisfaction.