Calabrio ONE has saved Ascensos the equivalent of 375 hours of work a week or 13 full-time employees.
The solution has increased operational efficiencies and employee engagement for the contact centre outsourcer’s 2,500 agents.
Calabrio’s automated workforce management (WFM) technology brings together workforce optimisation, agent engagement and business intelligence solutions into an integrated cloud suite.
Paul Pearson, Head of Resource Planning at Ascensos, said:
“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 in an instant.
“Meanwhile, automatic notifications for opportunities such as overtime give everyone a level playing field that is transparent and fair.”
Established in Scotland in 2013, Ascensos is a customer experience specialist, supporting UK and international consumer brands through contact centres in the UK, Romania, Turkey, and South Africa.
Ascensos has 170,000 contacts per week, which are mainly voice (59 percent), then email (20 percent), live chat (ten percent), social media (ten percent), and WhatsApp (one percent).
According to Calabrio, Ascensos chose Calabrio ONE predominantly for its ease of use, scalability, and reduction of time-consuming manual processes.
Every week, agents schedule 4,700 breaks, as well as 1,100 holiday requests via Calabrio’s self-service application.
Team members use the software t organise 1,700 offline activities, including meetings, one-to-one sessions, and ‘return to work’ coaching.