Calabrio Helps Insurance Contact Centers Move Forward

Hear directly from our insurance customers why they rely on Calabrio to meet critical challenges and deliver new business value.



Calabrio Customer Testimonial

We were well prepared for the pandemic due to the technology we had in place prior to the time we needed to deploy our entire workforce to working remotely. What we did not expect was the high level of engagement and productivity we had among our contact center employees while they were home. We had experienced issues with Agents that were working remotely full time in the past and had actually begun to move away from that model. The pandemic has caused us to reconsider that strategy.

Supervisor, Large Enterprise Insurance Company

Calabrio ONE Customer Testimonial

After Replacing NICE, Insurance Company Sees Improved Reporting, Monitoring, and Scheduling with Calabrio

With Calabrio, we’ve had easier and more efficient reporting, monitoring, and scheduling.

Business Professionals, Medium Enterprise Insurance Company

Calabrio ONE Case Study

Maryland-Based Insurance Company Increases Contact Center Productivity by More than 30% After Deploying Calabrio

Introduction

This case study of a medium enterprise insurance company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio gives us a better sense of what’s going on in our contact center, whether it’s interday, week, month, quarter, or year.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Used the following WFO solutions prior to selecting Calabrio:
    • Fusion Connect
  • Switched from their previous solution because of Calabrio’s:
    • Product features
    • Unified suite/integration

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following Calabrio ONE modules:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Advanced Reporting
    • Analytics

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Improved contact center efficiency
    • Increased insights into customer behavior
  • Increased the productivity of their contact center by more than 30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Calabrio ONE Case Study

Wisconsin-Based Insurance Company Improves Agent Engagement with Calabrio

Introduction

This case study of a medium enterprise insurance company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio has been great. Agents know exactly when they are expected to do everything throughout the day and they love the ability to see how the contact center is affected and how they themselves make a difference.”

“We’ve seen greater agent adherence to the schedule. Agents are happier as they know what their day looks like which leads to better interactions with customers.”

“Excellent customer service and is always improving.”

Challenges

  • Used the following WFO solutions prior to selecting Calabrio:
    • Verint
  • Switched from their previous solution because of Calabrio’s:
    • Product features
    • Ease of use
    • Superior support and services

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following Calabrio ONE modules:
    • Workforce Management
    • Advanced Reporting
    • Analytics
  • Uses the following metrics to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)
    • Net Promoter Score (NPS)
    • First Contact Resolution (FCR)
    • Likelihood to Recommend (LTR)
    • Customer Effort Score (CES)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Reduced costs
    • Improved contact center efficiency
    • Increased employee engagement
    • Increased insights into customer behavior
  • Increased the productivity of their contact center by 10-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Calabrio ONE Customer Satisfaction Rating

10 out of 10 “Calabrio is always improving.”

An operations manager at a medium enterprise insurance company would be very likely to recommend Calabrio ONE for this reason:

Calabrio has excellent customer service and is always improving.

Calabrio ONE Case Study

Americo sees improved productivity and customer satisfaction after replacing NICE

Introduction

This case study of Americo is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio has recorded 99% of the calls without having to reboot every morning, which is what we had to do with our last system. We also have the ability to tag calls, allowing us to share highlights with management.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Used the following WFO solution prior to selecting Calabrio:
    • NICE
  • Switched from their previous solution because of Calabrio’s:
    • Lower total cost of ownership
    • Product features
    • Ease of use
    • Unified suite/integration

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following Calabrio ONE modules:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Advanced Reporting
    • Analytics
  • Uses the following metric to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Reduced costs
    • Improved contact center efficiency
  • Increased the productivity of their contact center by 10-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Calabrio ONE Customer Testimonial

Better Customer Resolution with Calabrio

Calabrio has helped with customer resolution and ensuring employees are staying engaged.

Business Professionals, Medium Enterprise Insurance Company

Calabrio ONE Customer Testimonial

Agent Engagement Improves with Calabrio

Calabrio has been great. Agents know exactly when they are expected to complete tasks throughout the day. They love the ability to see how the contact center is affected and how they themselves make a difference.

Operations Manager, Medium Enterprise Insurance Company

Calabrio ONE Customer Testimonial

Agent Engagement Benefits Seen with Calabrio

We’ve seen greater agent adherence to their schedule, which has resulted in happier agents. They know what their day looks like, which leads to better interactions with customers.

Operations Manager, Medium Enterprise Insurance Company

Calabrio Customer Connect Customer Testimonial

“Thank you for encouraging a Calabrio community!”

I really enjoyed myself and found Calabrio Customer Connect very valuable. Thank you for all of your efforts in putting this together, and encouraging a Calabrio community.

Chris Gorospe, Operations Manager, Pacific Life Insurance Company

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

In my 35+ years in the industry, this was the best user conference I have ever attended.

Tim Abney, IT Professional, Allegiance Benefit Plan

Calabrio ONE Customer Testimonial

Giving Agents Visibility into Schedule Creation with Calabrio ONE

Agents have a clear understanding of their schedule and their expectations on a day-to-day basis. They are able to see why they are being scheduled the way that they are.

Dan Bognar, Operations Manager, Delta Defense, LLC

Calabrio ONE Customer Testimonial

Scheduling that Responds to Business Needs

Agents have come to expect that schedules are created based on the needs of the business, rather than repetition or seniority.

Business Professionals, Medium Enterprise Insurance Company

Calabrio ONE Customer Satisfaction Rating

10 out of 10

Dan Bognar, an operations manager at Delta Defense, LLC, would be very likely to recommend Calabrio ONE for this reason:

Calabrio works as expected and then some. Support for the product is top-of-the-line as well. The regular updates and product improvements are unparalleled.

Calabrio ONE Case Study

Erie Insurance Group Gives Contact Center Agents Scheduling Flexibility with Calabrio ONE

Introduction

This case study of Erie Insurance Group is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Employees want choice in the jobs; they want choices in scheduling and the type of work they do and the tools to change on a minute’s notice. Calabrio delivers on exceeding those expectations.”

“Calabrio allows anyone to use speech analytics, quality, and WFO tools without being an expert in contact centers.”

Challenges

The business challenge that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Agrees that employee engagement is a priority for their contact center.

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Invested in the following for their contact center to better engage employees:
    • Deploying/reconfiguring technology
    • Optimizing their recruiting and hiring process
    • Improving training and skill development programs
    • Enhancing customer satisfaction-focused monitoring
    • Offering flexible work schedules/work from home
  • Uses the following metric to correlate level of employee engagement to customer experience:
    • Customer Satisfaction (CSAT)
  • Changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities in the following ways:
    • Flexible scheduling
    • Self-assessments and evaluations
    • Higher pay and better benefits
    • Clearer opportunities for advancement
  • Empowers employees to self-manage their performance in the following ways:
    • Dashboards that clearly display performance metrics
  • Creates a sense of worth and togetherness for employees in the following ways:
    • Offering a Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools
    • Allowing time away for volunteerism

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Leverages the following Calabrio ONE features to support their agent engagement efforts:
    • Pause/resume for PCI compliance
    • Dynamic Scheduling
    • Dynamic Availability
    • Desktop analytics
    • Voice-of-the-Employee analytics (speech and text)
  • Uses the following Calabrio ONE features to allow their agents more schedule flexibility:
    • Intraday Dynamic Scheduling
    • Dynamic Availability
    • Real-Time Tracking
    • Agent Alerts
  • Less than a 5% turnover rate since deploying Calabrio ONE

Calabrio ONE Customer Satisfaction Rating

The Friendly Alternative for WFO is Calabrio

An Operations Manager of a medium enterprise insurance company would be likely to recommend Calabrio ONE for this reason:

The system has been very user-friendly, and the onsite training was extremely beneficial for the implementation of WFM.

Calabrio ONE Customer Testimonial

Identify Agent Training Possibilities with Calabrio

Calabrio has allowed us to view our CSRs screen recording in an effort to identify training and/or behavioral issues. We use that information to develop our staff to increase our productivity and performance.

Business Director, Medium Enterprise Insurance Company

Calabrio ONE Customer Review

Calabrio Provides Flexibility, Ease of Use, and Great Tech Support

How our organization uses Calabrio ONE:

Within our organization, we have nearly 30 different business units each with their own unique requirements. For some we use Calabrio for compliance (Archive) recording only, while others leverage the Quality side only recording some calls to be graded, and others use both.

Would you recommend Calabrio ONE?

I would, Calabrio works. It has many options; with little training it’s easy to use and the tech support is great.

Calabrio ONE Customer Satisfaction Rating

Calabrio Continues to Beat the Competition within the Insurance Industry

An Engineer of a large enterprise insurance company would be likely to recommend Calabrio ONE for this reason:

I like the ease of use with Calabrio. I do not have to manage it nearly as often as I would some of the other solutions we have had and migrated from.

Calabrio ONE Customer Review

Calabrio Continues to be Easy to Use

How our organization uses Calabrio ONE:

We use it for all employees speaking with customers on a daily basis for quality monitoring purposes.

Would you recommend Calabrio ONE?

I would recommend Calabrio as it is easy to use and the interface is unique.