Healthcare Organizations Improve Customer Satisfaction with Calabrio ONE
100% of surveyed Healthcare organizations increased their customer satisfaction rates by up to 15% or more after deploying Calabrio software.
Since we had a WFM and QM system in place already, the major operational impacts we saw were less than for an organization that never had those systems in place. However, we did not have an interface that our agents could use and perform the tasks they need to do (schedule requests, listen to their own calls, etc). This functionality has helped pull the agents into the process of managing the business and take responsibility for their own work.
— Jim Lavery, Vice President, Desert Financial Credit Union
We have been able to efficiently coach agents on specific trends and are currently leveraging the software on behalf of other areas of the company (i.e. service centers) in hope of having a positive impact on customer experience and on cost savings.
— Line of Business Manager, S&P 500 Consumer Products Company
Calabrio ONE has given us insights into both employee-level productivity and performance, and also overall customer service trends and challenges. We try hard to forget what our operations center was like before Calabrio was introduced.
— Jamey Anderson, Senior Executive, Virteva
Having Calabrio software has provided an opportunity for me to spend more time on being active in other areas of my job. Trusting the software to help me determine coverage accurately and with ease has been the best experience.
— Lisa Gomez, Operations Manager, Broadway Bank
Being able to staff appropriately and measure agent performance has allowed us to stay on top of our call center needs, to act proactively, and to manage our staff / resources a lot better.
— Daniel Acosta, Workforce Management Analyst, VITAS Healthcare Corporation
Since implementing Calabrio we have seen improvements in our customer experience. Hold times have been reduced as we are now rostering people at the right times and monitoring adherence. AHT has been reduced due to the transparency in these stats. Agents feel more informed about their performance and are able to self-monitor.
— Kelly Lyons, Business Professional, Flight Centre Ltd
Calabrio call recording, WFM and desktop analytics provide management with the tools necessary to improve training, reporting to upper level management, and ways to improve customer service. It has also given us a tool for scheduling agents with many shifts over a 24 hour period, 365 days a year.
— Engineer, Large Enterprise Aerospace & Defense Company
I could note a lot of little ways that Calabrio ONE has helped us, but the most important benefit that we’ve seen is the transparency it gives our staff for understanding their performance and the overall impact to the team, business, and company mission.
— Laura Lukic, Workforce Planning Manager, VITAS Healthcare Corporation
Our Calabrio solution has made our contact center far more efficient through proper staffing. The ability to graph trends allows us to proactively inform our customers of patterns that affect their business, many of which they were unaware existed.
— Don Barber, IT Supervisor, Vision Net Inc.