Broad River Retail Elevates Service Levels by 20% with Calabrio Teleopti WFM - Calabrio

AT A GLANCE:

COMPANY: Broad River Retail

INDUSTRY: Retail

PRODUCTS USED: Calabrio Teleopti WFM

THE CHALLENGE:

Broad River’s contact center was nearing capacity and management needed to find a way to maximize current productivity without adding staff or negatively impacting service levels.

THE SOLUTION:

The full Teleopti WFM solution was deployed across Broad River Retail’s contact center and the impact was immediate.

Broad River Retail Elevates Service Levels by 20% with Calabrio Teleopti WFM

CASE STUDY: Broad River

Broad River’s contact center was nearing capacity and management needed to find a way to maximize current productivity without adding staff or negatively impacting service levels.

OVERVIEW

Broad River Retail is the largest independent licensee of Ashley HomeStore with 18 locations in North Carolina, South Carolina, and Georgia. Founded in 2003 and headquartered in Fort Mill, S.C, the privately held company employs over 500 people at its stores, distribution center and corporate office.

Broad River Retail operates a 50+ person contact center located at its headquarters where agents field a variety of inbound calls that include inquiries to each retail store location, customer order status and delivery information, as well as email communications. Agents also provide proactive customer care with outbound activities, such as order status and delivery notifications.
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Moving from Excel to WFM

In 2017, Broad River’s contact center was nearing capacity and management needed to find a way to maximize current productivity without adding staff or negatively impacting service levels. Relying on time-consuming, manual spreadsheets for both scheduling and data analysis, the team did not have the tools or reporting to efficiently measure and drive performance improvements.

Wynn White, Senior Manager of Customer Experience, began looking for state-of-the-art workforce management technology. White wanted a solution that had the depth of features available for larger organizations, without being labor intensive to learn and manage given the size of her current team. Additionally, a solution with scalability to support future growth was key.

A feature-rich solution accelerated performance

After an extensive evaluation, Calabrio Teleopti WFM was selected to meet the growing needs of Broad River Retail’s contact center. With the implementation of Teleopti’s software, Broad River experienced forecasting and scheduling capabilities like never before. The extensive set of management reports and in-depth analysis provide key insights, while dashboards allow for real-time monitoring where their previous processes lacked. Furthermore, Teleopti’s agent-empowering, self-service portal, MyTime, allows agents to submit time-off requests and shift-trades with automatic responses, providing management with more time to focus on other important areas of business.

Easily deployed, immediate impact

Within two months, the full Calabrio Teleopti WFM solution was deployed across Broad River Retail’s contact center and the impact was immediate. White says: “The tools are easy to use and logical to navigate. And, it doesn’t require a large team to administer! It has helped us elevate our contact center performance to a much higher level.”

With the implementation of Calabrio Teleopti WFM, Broad River has formalized official performance standards and agent incentives due to their new ability to monitor and measure all areas of performance.

The results so far

• Optimized scheduling with Calabrio Teleopti WFM produced a 20% increase in service level without increasing number of agents.
• Ability for real-time monitoring of volume, staffing levels and adherence, leading to efficient intraday adjustments.
• Increased attendance and decreased attrition by improving work-life balance with agent selfservice.
• Improved employee engagement and performance with Teleopti’s Gamification feature.

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