Dojo, a premier payment provider in the UK, offers secure and speedy payment solutions to businesses of all sizes. Whether accepting payments in person, online, or over the phone, Dojo’s merchant services provide a range of options to suit any business need. As a trusted partner, Dojo enables businesses to trade securely and efficiently, while benefiting from first-class customer support seven days a week.

Dojo is a company that prides itself on providing exceptional customer service to its clients – indeed, the business has built a reputation for delivering high- quality customer support. However, Dojo’s contact centre platform was approaching end-of-life and did

not enable the next-generation of functionality that the business sought to continue to manage customer enquiries in the most efficient and timely way. Likewise, the Workforce Management (WFM) system the business used necessitated a lot of manual work, which was time-consuming and would only become more restrictive as the business grew.

As a result, the Dojo leadership team recognised the need to upgrade its systems and sought to modernise its customer service technology platforms to improve efficiency and effectiveness. Integration was a big priority, as the business needed to ensure that any new platform could be integrated seamlessly with other applications used within the service centre.

• Full update and optimisation of contact centre software for more than 250 agents
• Introducing a modern workforce management (WFM) solution
• Improving outbound call efficiency through better dialler functionality
• Fully integrating all new systems with existing platforms

Despite having a legacy WFM system in place, the Dojo team found that it lacked the necessary capabilities. They had to export data and manage some elements in spreadsheets, which was time-consuming and inefficient. To address this challenge, Route101 introduced Calabrio Workforce Management to the team.

Calabrio offers a comprehensive suite of tools that enable Dojo to manage its workforce more efficiently. With advanced analytics and AI-powered data, Calabrio’s contact centre workforce management tools help Dojo to improve forecasting and scheduling, accelerate workflows, develop effective staffing models, and engage agents more effectively. By leveraging Calabrio’s advanced features, Dojo’s team can now manage their workforce more effectively, save time, and focus on delivering exceptional customer service.

• £60,000 annual savings
• 25% increase in efficiency
• 9% boost in capacity for the Forecasting & Planning Team
• £50,000 saved per year in manual data analyst resources
• 20% reduction in attrition rates
• Average customer query response time reduced to 10 seconds
• 99% answer rate