In a recent announcement, Calabrio, the workforce performance company, has revealed that Ascensos, a leading European contact center outsourcer in consumer retail, is now successfully utilizing Calabrio ONE to streamline its operations. The implementation covers 2,500 agents across seven contact center locations in the United Kingdom, Romania, Turkey, and South Africa.
As part of its day-to-day operations, Ascensos’ agents handle an impressive 170,000 contacts every week, encompassing various communication channels. The majority of interactions are voice-based (59%), followed by email (20%), live chat (10%), social media (10%), and WhatsApp (1%).
Seeking improved efficiency and scalability, Ascensos turned to Calabrio ONE’s automated workforce management (WFM) technology. The implementation has brought about a remarkable transformation in resource planning, saving the company an astounding 375 hours every week. This significant time reduction is equivalent to the efforts of 13 full-time employees. Moreover, the WFM solution has had a profound impact on staff engagement by empowering employees through self-service options.
As Head of Resource Planning at Ascensos, Paul Pearson, explains, “Along with increased operational efficiencies, we have noticed dramatic improvements to employee engagement thanks to the flexibility of the Calabrio ONE solution. Recent feedback from staff reveals how having a 12-month forward view of schedules is ‘brilliant’. Using self-scheduling, agents can easily create their ideal work-life balance, booking a long weekend away or swapping shifts with a colleague instantly. Meanwhile, automatic notifications for opportunities such as overtime give everyone a level playing field that is transparent and fair.”
Calabrio ONE’s implementation has had a far-reaching impact on Ascensos’ resource planning. Previously, the company heavily relied on manual scheduling and forecasting processes, but with the introduction of automation, a staggering 375 hours per week have been saved. Ascensos estimates that each action now takes three minutes less on average when using Calabrio WFM, culminating in 22,500 minutes (375 hours) of saved time every week. This newfound extra time allows agents to focus on enhancing customer service, ultimately benefiting the company’s overall operations.
Dave Orstad, SVP of Professional Services and Support at Calabrio, praised the collaboration between the two companies, stating, “For outsourcers, like Ascensos, with multiple clients and client Service Level Agreements (SLAs), robust, flexible workforce solutions are an absolute must-have. Our true-cloud technology is designed to tackle the major challenges that contact centers face today, including the rising demand for multi-channel service and hybrid working models. Meanwhile, our collaborative approach to working with partners guarantees that Ascensos will always benefit from the latest technological innovations that flex as their business grows.”
This strategic partnership between Calabrio and Ascensos exemplifies the power of advanced workforce management technologies in shaping the future of work, where efficiency and employee satisfaction take center stage in driving success in the contact center industry.
