Calabrio helps Wix cut agent scheduling by 40% improving adherence and shrinkage across shifts

Background

In today’s always-on world, organisations depend on their websites and ecommerce platforms to provide a reliable online presence for visibility, engagement, and revenue generation. Therefore, it is essential Wix supports its customers with timely and effective responses to problems and queries.

To serve its ~282 million users, Wix runs a sophisticated Customer Care Team. Wix’s Customer Care Experts have completed intensive, in-depth training to reach expert status, equipping them to solve a multitude of issues raised by customers.

The teams are situated in 14 different locations worldwide, providing 24/7 support.

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, experts 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 Customer Care 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.

Solution

Wix decided the company needed more than a simple scheduling tool. The project team wanted a solution to help understand the bigger picture and longer-term capacity trends. This would enable better planning of staff resources, ensuring the right number of experts, with the right experience and skills, would be in place at the right time. And, if capacity problems were identified in advance, senior management could be kept informed about which customers might be impacted and the reduction in service levels.

Wix evaluated the WFM market and chose Calabrio for its comprehensive, easy-to-use scheduling capabilities, real-time adherence features, and accuracy when creating and fine-tuning agent schedules. Phased implementation began in 2023 across the internal teams, followed by roll-out to the BPOs in 2024.

Kateryna P, 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.

Daniela concludes, “Calabrio is helping us to continuously adjust and adapt our scheduling. Understanding the value that transparency brings is vital. Now we can see how to improve efficiency as well as increase job satisfaction for our agents. So, this is not just a success story about adopting a tool, it’s also about transitioning internal experts, managers, and partners to new ways of working and thinking.”