TechValidate Research on Calabrio ONE

Calabrio ONE Case Study

Home Product Center


This case study of Home Product Center is based on a March 2021 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio helps us to improve agent skills and operational efficiency that impacts CX. We can identify weak points of an agent, from both voice and screen capture evaluation. Then, the agent training will be categorized by a group of weak points and we’re able to coach one by one. It is proven by a CSAT score of more than 95%.”


The business challenge that led Home Product Center to evaluate and ultimately select Calabrio ONE:

  • Needing to lower total cost of ownership

Used the following solution prior to switching to Calabrio:

  • NICE

Use Case

The key features and functionalities of Calabrio ONE that Home Product Center uses:

  • Calabrio Quality Management

Their contact center uses the following metrics to measure performance:

  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • First Contact Resolution (FCR)
  • Average Handle Time (AHT)
  • Service Quality Index (SQI)


Home Product Center achieved the following results with Calabrio ONE:

  • Improved contact center efficiency
  • Improved customer satisfaction from 50-75%
  • Improved employee engagement from 25-49%
  • Decreased cost from 50-75%
  • Increased insights into customer behaviors from 50-75%
  • Increased contact center efficiency by 75%+

About This Data

This data was sourced directly from verified users of Calabrio ONE by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

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