uses WFM technology to support a workforce of 40 languages and 80 nationalities - Calabrio



INDUSTRY: Transportation

PRODUCTS USED: Calabrio Teleopti WFM


The time had come for to seek a more flexible, automated solution from a like-minded technology partner.


Teleopti offered the best package combining technical scalability with a dynamic attitude. uses Calabrio Teleopti WFM technology to support a diverse contact center workforce of 80 nationalities and 40 languages


The time had come for to seek a more flexible, automated solution from a like-minded technology partner.

OVERVIEW is the world’s largest online car rental service, arranging over 7.5 million rentals a year in over 49,000 locations worldwide. With customers in 169 countries, the company has a truly global user base, which is supported through a website available in 40 languages and multiple currencies.

As part of the Priceline Group (Nasdaq:PCLN), is one of six primary brands in the world’s leading travel group, which also includes,,, KAYAK and OpenTable.
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Workforce efficiency is critical to offering a non-stop, multilingual service is proud of its ability to deliver excellent value for money as well as exceptional service. It provides customers with easy access through just one company, to a global network of rental car services at the lowest possible prices. Making this possible relies on an efficient contact center and the latest workforce management technology from Teleopti to create effective but flexible work schedules for 800 sales and customer service advisors.

Customers can contact the International Customer Service Centre 7 days a week from anywhere in the world, either by traditional telephone, email or web chat. The organization’s busy contact center, based in Manchester (U.K.), is open 24 hours Monday through Sunday for the most commonly spoken languages, namely English, Spanish and Portuguese and between 8am until 10pm Monday through Sunday for other languages. 800 advisors, 85% of whom work full-time, typically handle 12,000 calls every day with an average call handling time of around seven or eight minutes. In addition, the same staff are also tasked with responding to queries in both email and live chat channels. The sales division responds to customer quote inquiries that come in via the company’s website; the customer service department deals with pre-departure calls while all post-rental queries are handled by the organization’s customer relations team.

Growing business needs flexible solution and cultural fit

Prior to implementing Teleopti, spreadsheets were used to produce work schedules for what were then around 130 people. According to Mark Simon, Head of Resource Planning at, “Before introducing Teleopti’s workforce management software, it could take four days of intensive manpower to schedule work for just 130 people and making changes was a clumsy, cumbersome process. As our business grew, so did the number of advisors required to support our contact center. The situation was compounded by the complexity involved in managing multiple multilingual workgroups plus a mix of full-time and part-time employees who are tasked with handling the usual seasonal peaks and troughs associated with our industry. The time had come to seek a more flexible, automated solution from a like-minded technology partner. After evaluating the marketplace, we found Teleopti offered the best package combining technical scalability with a dynamic attitude.”

Plugging knowledge and resource gaps in a complex, seasonal business is a highly seasonal business where the majority of activity takes place during a short, 8-10-week summer period. The situation is further exacerbated by the fact that the car rental business demands in-depth knowledge and experience. This means that finding the right temporary people with the expertise and language skills for short periods of time can be difficult and expensive. To deliver outstanding consistency in customer experience, prefers to rely on its experienced staff to work additional hours; however, this is only made possible because of the accuracy and flexibility of Teleopti.

Employee empowerment in action

Today, six people from the dedicated resource team at depend on Teleopti to create efficient work schedules for over 800 advisors, managers and support staff. Mark Simon added, “The automation provided by the Teleopti system puts our resource planning team in control of scheduling and gives the contact center managers complete visibility of their operations. At the same time, agents enjoy the luxury of seeing their shifts well in advance. The addition of the MyTime portal is a real added bonus giving a predominantly young workforce the ability to plan their lives. At a glance, and with the click of a mouse or using their own mobile devices, advisors can access their work schedules or make holiday requests wherever they are. What is more, notifications and changes are automatically updated and often reported back to advisors instantly – true employee empowerment in action!”

Automated workforce management realizes tangible benefit

Since deploying Teleopti, has realized a series of tangible benefits as Mark Simon explains, “Making a doctor’s appointment or last-minute changes to childcare is now so much easier and has gone a long way to striking that all important work/life balance for our busy advisors.”

The benefits have been particularly noticeable since introducing the latest Version 8 of Teleopti which has saved inordinate amounts of scheduling time. Automation has dramatically increased turnaround times for absence requests, typically five working days for periods during non-published work schedules and only four hours for absences requested in the next 48 hours.

Into the future: new office design reflects forward-thinking approach to people has just undergone a complete refurbishment of its International Customer Service Center at the famous Art Deco Sunlight House building near the corner of Quay Street and Deansgate in Manchester. The innovative interior design focuses on the theme “our people and our home” and reflects the company’s progressive, forward-thinking approach to nurturing its staff, a diverse workforce of 80 nationalities speaking 40 languages.

Showcasing major highlights in Manchester’s history and Mancunian culture, the 5-floor refurbishment has been designed to foster a relaxed, inclusive atmosphere with many meeting places and ‘chill out’ spaces that encourage a positive and inspiring work environment. As a result, in the first few months alone, saw employee retention rates increase by 20% during the critical induction period.

Teleopti deployment shifts up a gear

Similarly, the Teleopti implementation has been equally successful, thanks in part to the helpful, collaborative approach of the team and their willingness to try out new ideas. Next on the horizon is further developing the real-time aspect of data capture and analysis and introducing gamification to improve performance and customer satisfaction scores.

The results so far

Using Teleopti, effortlessly produces effective, flexible work schedules for over 800 people and manages seasonal peaks and troughs from one single integrated system running on Mitel. The introduction of the web-based Teleopti MyTime agent tool at the end of 2015 has increased employee empowerment and enabled faster response to advisors’ absence requests.

Why Teleopti?

Mark Simon concluded, “Like our new interiors, Teleopti offers huge scope for flexibility and has the capacity to grow as our business grows. What is more, the Teleopti team shares the same agile, dynamic approach to business. Teleopti has encouraged consistent ways of working, essential when operating a global contact center. The technology gives us the confidence and day-to-day ability to manage our diverse community of multiple divisions, cultures and languages. We can now join them together in a truly cohesive way that puts everyone on the same page, all focused on the same end goal: great value for money and great customer service.”

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