AmTrust Financial Scales its Contact Center for Growth Using Calabrio ONE | Calabrio

AT A GLANCE:

INDUSTRY: Insurance

SEATS: 1,200+

PRODUCTS USED: Calabrio ONE

THE CHALLENGE:

To find a better WFO suite for scalable contact center growth.

THE SOLUTION:

AmTrust Financial increased workforce engagement and reduced agent turnover by successfully deploying Calabrio ONE.

AmTrust Financial Scales its Contact Center for Growth Using Calabrio ONE

CASE STUDY: AmTrust Financial

AmTrust Financial deployed Calabrio ONE’s WFO suite across multiple locations to set itself up for increased contact center success. Resulting in an improvement in workforce engagement and reduced agent turnover.

BACKGROUND

As one of the largest property and casualty insurers in North America, AmTrust Financial has a huge contact center operation. With more than 9,500 agents in 70 countries and on a mission for continued growth, it is one of the fastest-moving insurance companies in the market.

THE CHALLENGE

Driven by its desire to scale quickly and dissatisfied with its current partner, AmTrust Financial was looking for a contact center WFO solution that would help it meet its growth goals while providing a better customer experience. In addition, it needed a partner whose WFM and QM solutions would help it reduce agent turnover and increase workforce engagement.

THE SOLUTION

AmTrust Financial selected the Calabrio ONE platform to meet its QM and WFM needs. In addition to the company’s desire for its agents to have the same experience with a WFO platform (same features and functionality) regardless of the deployment (on-premises, in the cloud, etc.), AmTrust Financial chose Calabrio based on its:

  • Modern technology/architecture
  • Key product features
  • Ease-of-use

THE RESULTS

As a result of deploying Calabrio ONE, AmTrust Financial has been able to both reduce employee turnover and increase workforce engagement. In addition, the Calabrio ONE platform has allowed it to improve agent coaching, better measure employee performance and create a more engaging scheduling experience for agents.

“Calabrio’s reporting tool has allowed us to evaluate employee performance overall, and monitor agent schedule adherence in real-time. We were able to team up with our supervisors and provide individualized coaching to our agents, which in turn provided more productivity and higher customer service satisfaction. It also allowed WFM to be more interactive with agents regarding time off requests and schedule exceptions with easy to read forecasting.” Daniel Rivera, End User, AmTrust Financial Services Inc.

Source: TechValidate. TVID: 73E-4A3-4FC

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