Calabrio ONE Customer Satisfaction Rating
An IT Specialist of a medium enterprise banking company would be likely to recommend Calabrio ONE for this reason:
Very nice cooperation with Calabrio ONE. Feature requests are built into the system quite quickly. It’s becoming a mature product. Also, Customer Support and services are excellent.
Based on a response of 8 to the question “On a scale of 0-10, how likely would you be to recommend Calabrio ONE?”
Calabrio ONE Customer Testimonial
Our Call Centers were severely lacking Quality Assurance, but with the implementation of Calabrio ONE we can ensure the support being provided is consistent and meets expectations. Calabrio has also enabled us to schedule agents, track their statuses, and trend our call center needs.
— IT Manager, Educational Institution
Calabrio ONE Customer Testimonial
With Calabrio Analytics, we look for phrases that display opportunities for coaching as well as compliments from our customers. We reward agents when speech analytics finds calls where customers are delighted. We use Calabrio to find non-verbal coaching moments too such as long silences.
— Business Professional, Medium Enterprise Insurance Company
Calabrio ONE Customer Testimonial
Time off and shift trade / shift offers has been a feature we enjoy. Calabrio ONE is very user-friendly and easy to explain, in return we have agents eager and not frustrated when using it.
— Operations Manager, Medium Enterprise Retail Company
Calabrio ONE Customer Testimonial
Calabrio ONE has been a great stepping stone for our contact center. It has brought a different light to how we inspect what we expect from our agents. Historically, we were using a checklist to monitor or gauge an agent’s retention or performance, but we lacked the scope of measuring soft skills and holding agents accountable. Since Calabrio, we were able to shift our managers and agents’ perspective on how to view a conversation between themselves and a customer. Was the customer properly greeted, ability to exercise active listening skills, problem-solving skills, and an ability to execute a sound plan to increase customer satisfaction? I feel exposing management and agents to a measuring system of this caliber helped build a stronger opportunity for us to successfully achieve first call resolution and increase our overall customer satisfaction. Although these are the early stages of our deployment, I’m excited about the change in pace and how we educate our agents and managers.
— Christian Rivera, Senior Quality Monitoring Manager, U-Haul Contact Center
Calabrio ONE Customer Testimonial
Calabrio ONE has made us more efficient and consistent in evaluating our agents’ performance, which has made it much easier for regular performance management meetings or improving quality across the center.
— Records Manager, Non Profit
Calabrio ONE Customer Testimonial
Calabrio ONE has made it much easier to locate calls over our previous call recording software. I can locate calls more quickly, and having the evaluation form come up while I am listening to the call has been a tremendous help.
— IT Manager, Large Enterprise Health Care Company
Calabrio ONE Customer Testimonial
Availability and access of Call Center metrics, such as Schedule Adherence and Conformity, has allowed our Business Unit to tie bonus compensation percentages to performance merit.
— Rob Anderson, Business Analyst, Paychex
Calabrio ONE Customer Testimonial
Calabrio ONE has helped us keep our agents more engaged. It has helped around the coaching and evaluation of our agents’ performance more quickly and provides feedback when necessary. The WFM system has been a great application for our organization. This has allowed us to really understand our call volume and we have seen an improvement in the area of service levels.
— Michelle Lane, Manager of Customer Service Center AVP, Broadway Bancshares
Calabrio ONE Customer Testimonial
Calabrio ONE’s Quality Manager has enabled our Team Managers to efficiently score agent/customer interactions, providing a better path for increased agent performance and customer satisfaction.
— IT Architect, Health Care
Calabrio ONE Customer Testimonial
We use a lot of the Calabrio ONE metrics from QM and WFM to build an agent scorecard to promote behaviors we find valuable. This has greatly increased customer engagement, efficiency, and has allowed top performing agents to shine in our call center.
— Operations Director, Small Business Financial Services Company
Calabrio ONE Customer Satisfaction Rating
An IT Specialist of a large enterprise retail company would be very likely to recommend Calabrio ONE for this reason:
It’s so simple to use. Calabrio ONE has a great UI and the interface is spot on.
Based on a response of 9 to the question “On a scale of 0-10, how likely would you be to recommend Calabrio ONE?”
Calabrio ONE Customer Testimonial
Calabrio ONE is a good tool to enable us to provide coaching and mentoring of our associates. Calabrio ONE is being used now in business units not traditionally used to help our associates better service our customers.
— IT Systems Analyst, Large Enterprise Construction Company
Calabrio ONE Customer Testimonial
Calabrio gives us real-time feedback and averages that let them know how they are doing for any given period of time. This has allowed us to maintain a 95% customer satisfaction level in an industry known for a low 80% level.
— Scott Byl, Engineer, Unity Health Plans Insurance Corporation
Calabrio ONE Customer Testimonial
Calabrio ONE provides a quick turn around on evaluations so that agents get relevant, up-to-date feedback and constantly monitor KPIs like adherence so that we know who to coach.
— Business Professional, Large Enterprise Health Care Company
Calabrio ONE Customer Testimonial
Evaluators can determine if the agent has said all the things they are supposed to say, can determine the quality of the interaction with the customer, and use a standardized rating system that agents understand and can use to improve their service levels.
— IT Manager, Membership Organization
Calabrio ONE Customer Testimonial
Calabrio provides insight on how agents are performing and has allowed them to build their skills for different groups of calls. It also allows the agents to initiate their own evaluation for their own growth.
— IT Systems Analyst, State & Local Government
Calabrio ONE Customer Testimonial
Calabrio ONE’s reporting tool has allowed us to evaluate employee performance overall, and monitor agent schedule adherence in real-time. We were able to team up with our supervisors and provide individualized coaching to our agents, which in turn provided more productivity and higher customer service satisfaction. It also allowed WFM to be more interactive with agents regarding time off requests and schedule exceptions with easy to read forecasting.
— Daniel Rivera, End User, AmTrust Financial Services
