Calabrio Enables City of Vancouver to Schedule the Right Resources at the Right Time - Calabrio

Calabrio Enables City of Vancouver to Schedule the Right Resources at the Right Time

0%

Agent turnover across 16 months

397%

Increase in call volume

567%

Increase in agents

At a Glance

Company City of Vancouver

Industry Government

Region Canada

Products Used Calabrio Workforce Management & Quality Management

About City of Vancouver

Rooted in the value of strong community, the City of Vancouver is one of the most ethnically and linguistically diverse cities in Canada with 52% of the population speaking a first language other than English. Taking this fact into account, the City established its 3-1-1 line as an easily accessible point-of-contact for anyone needing to request information and non-emergency services, share concerns, and give feedback.

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Enjoying 0% turnover while growing contact center team 567% to handle 397% increase in call volume 

Challenge

The City of Vancouver anticipated its 3-1-1 call volumes would continue to increase as the city’s population grew and more citizens learned about the 3-1-1 service. With Citizen Service Representatives already providing high-quality service to 3-1-1 callers 365 days per year—in up to 175 different languages—leaders knew it was important to proactively keep agents happy and engaged. The City of Vancouver needed a flexible solution that could seamlessly handle call volume growth, maintain a high level of service quality, give employees a better work-life balance and inspire employees to work more efficiently. The new solution also needed to enable and support a new work-from-home program that was under development.

Solution

Using Calabrio Workforce Management, the City of Vancouver’s 3-1-1 contact center now can consistently provide exceptional service for its growing caller base while increasing the satisfaction of the employees who work there. Calabrio enables managers to accurately schedule the right 3-1-1 resources at the right time to answer any forecasted call volume. And, to ensure every caller receives the same level of service, each employee now is trained as a generalist. Contact center leaders also use metrics from Calabrio Workforce Management to coach employees on adherence and time management.

In a call center, we measure time in seconds. If I can get 10 more minutes per day of productivity out of someone multiplied by all our agents, then I can save money by not hiring another employee.”

Marc Dubé
Team Manager (Workforce)
City of Vancouver

Result

With Calabrio WFM, the City of Vancouver enhanced its employees’ work-life balance—achieving 0% agent turnover across a 16-month period—while successfully accommodating a massive growth in call volumes. In only two years, the call center grew from 12 agents taking 165,000 calls the first year to more than 80 agents handling 820,000 calls annually the second year. In addition, within a single year, adherence levels rose 8%.

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