Calabrio Enables City of Vancouver to Schedule the Right Resources at the Right Time
Agent turnover across 16 months
Increase in call volume
Increase in agents
At a Glance
Company City of Vancouver
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.
Enjoying 0% turnover while growing contact centre team 567% to handle 397% increase in call volume
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.
Using Calabrio Workforce Management, the City of Vancouver’s 3-1-1 contact centre 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 centre leaders also use metrics from Calabrio Workforce Management to coach employees on adherence and time management.
In a call centre, 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.”
Team Manager (Workforce)
City of Vancouver
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 centre 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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