After a major reorganisation consolidated contact centre units from three different operations departments into one and increased by four times the number of contact centre agents servicing clients, Assurity contact centre leaders knew their antiquated, manual scheduling methods that used Microsoft Excel spreadsheets would no longer suffice.

They needed an automated, sustainable way to manage their contact centre agent scheduling and proactively monitor agent performance in real-time while maintaining the highest levels of customer satisfaction.

To efficiently maintain optimal staffing levels and ensure consistent customer service across all teams and agents, Assurity deployed Calabrio ONE’s workforce optimisation (WFO) platform in the cloud. 

By using Calabrio to easily, proactively schedule activities that fall outside of agents’ daily routines—such as meetings and training—during slow times, Assurity contact centre leaders improved answer rates and wait times across the board. Most impressively, in only two months, the post-issue team’s answer rate improved by 19% while its wait time decreased by 41 seconds.

Calabrio’s scheduling capabilities also help leaders get creative with staffing and easily, visually explain the impact on customer service that proposed changes might have. It also helps ensure all Assurity customers are treated with the same high level of quality, regardless of which agent responds to their inquiry.

Additionally, Calabrio’s rich analytics help Assurity mine massive amounts of data to detect positive or negative trends within its customer base, deliver more effective one-on-one coaching to agents, and speed fraud investigations.