Introduction

This case study of a medium enterprise insurance company is based on a November 2018 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.

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.