Rentalcars.com Embraces WFM to Support Global, Seasonal Contact Center Needs - Calabrio

Rentalcars.com Embraces WFM to Support Global, Seasonal Contact Center Needs

800+

Effective, flexible schedules
for advisors

Easy management of
seasonal workload fluctuations

Better work-life balance
for advisors

Increased agent engagement

At a Glance

Company Rentalcars.com

Industry Transportation

Region Global

Products Used Calabrio WFM

About Rentalcars.com

Part of the Priceline Group, Rentalcars.com is the world’s largest online car rental service, arranging over 7.5 million rentals per year in over 49,000 locations worldwide. With customers in 169 countries, the company supports its users through a website available in 40 languages and multiple currencies.

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Flexible, automated WFM supports a diverse contact center workforce of 80 nationalities and 40 languages

Challenge

With 80 different nationalities—using 40 different languages—staffing its global contact centers, Rentalcars.com faced a complex task of scheduling and sourcing talent made more difficult by the manual way it was handled.

Planners who still used spreadsheets often spent four days of intensive manpower preparing advisor work schedules, then spent even more time making any changes that came about. As Rentalcars.com’s business grew, so did the number of contact center advisors it employed—and so did the scope of its contact center scheduling issue.

Its scheduling problems were compounded by the complexity introduced by Rentalcars.com’s global, seasonal business where the majority of activity takes place during 8 to 10 weeks in the summer. The company’s contact centers needed to be staffed by multiple, multilingual workgroups—plus a mix of full-time and part-time employees—and all advisors had to possess in-depth knowledge of and experience with the car rental business. These prerequisites made finding the right people to work as advisors on a temporary basis for short periods of time a difficult and expensive endeavor.

For that reason, and to deliver outstanding consistency in customer experience, Rentalcars.com prefers to rely upon its existing, experienced staff to work additional hours when needed. But it needed a more flexible, automated workforce management (WFM) solution to drive it.

Solution

With Calabrio WFM, six people from the dedicated resource team at Rentalcars.com now create efficient work schedules for over 800 advisors, managers and support staff, while contact center managers maintain complete visibility of their operations.

Advisors can easily access their work schedules—and make holiday requests or last-minute changes—from wherever they are, via a desktop or mobile device. Schedule changes are automatically updated, with advisors receiving instant notifications.

Making a doctor’s appointment or a last-minute change 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.”

Mark Simon –
Head of Resource Planning
Rentalcars.com

Result

Rentalcars.com now effortlessly produces effective, flexible work schedules for over 800 people and manages seasonal workload fluctuations from one single, integrated WFM system.

Contact center leaders credit Calabrio WFM with helping their busy advisors better strike that all-important work-life balance. As a predominantly young workforce, advisors now feel more empowered. They enjoy a greater ability to plan their lives—they can see their shifts well in advance, and easily make last-minute changes to their schedules when needed. They also receive dramatically faster responses to their time-off requests—typically within five working days for periods during non-published work schedules and within only four hours for absences requested in the next 48 hours.

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