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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 July 2017 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.”

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




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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