Calabrio ONE has saved Ascensos the equivalent of 375 hours of work a week or 13 full-time employees.
The solution has increased operational efficiencies and employee engagement for the contact centre outsourcer’s 2,500 agents.
Calabrio’s automated workforce management (WFM) technology brings together workforce optimisation, agent engagement and business intelligence solutions into an integrated cloud suite.
Paul Pearson, Head of Resource Planning at Ascensos, said:
“Along with increased operational efficiencies, we have noticed dramatic improvements to employee engagement thanks to the flexibility of the Calabrio ONE solution.
“Recent feedback from staff reveals how having a 12-month forward view of schedules is ‘brilliant’.
“Using self-scheduling, agents can easily create their ideal work-life balance, booking a long weekend away or swapping shifts with a colleague in an instant.
“Meanwhile, automatic notifications for opportunities such as overtime give everyone a level playing field that is transparent and fair.”
Established in Scotland in 2013, Ascensos is a customer experience specialist, supporting UK and international consumer brands through contact centres in the UK, Romania, Turkey, and South Africa.
Ascensos has 170,000 contacts per week, which are mainly voice (59 percent), then email (20 percent), live chat (ten percent), social media (ten percent), and WhatsApp (one percent).
According to Calabrio, Ascensos chose Calabrio ONE predominantly for its ease of use, scalability, and reduction of time-consuming manual processes.
Every week, agents schedule 4,700 breaks, as well as 1,100 holiday requests via Calabrio’s self-service application.
Team members use the software t organise 1,700 offline activities, including meetings, one-to-one sessions, and ‘return to work’ coaching.
Calabrio WFM has improved resource planning efficiency at the company, with automation saving 375 hours a week, where previously these processes had been undertaken manually by contact centre agents.
Ascensos has estimated that three minutes are now being salvaged from each action that leverages Calabrio WFM.
These three minutes add up to 22,500 minutes, or 375 hours, every week. This time can then be used on more complex tasks to improve customer service.
Dave Orstad, SVP, Professional Services and Support, at Calabrio commented: “For outsourcers like Ascensos with multiple clients and client Service Level Agreements (SLAs), robust, flexible workforce solutions are an absolute must-have.
“Our true-cloud technology is designed to tackle the major challenges that contact centres face today including the rising demand for multi-channel service and hybrid working models.
“Meanwhile our collaborative approach to working with partners guarantees that Ascensos will always benefit from the latest innovations in technology that flex as the business grows.”
In April 2023, Calabrio announced an extension of its self-scheduling package available on the Calabrio WFM platform.
The new extension enables greater time flexibility and employee autonomy, as well as allowing agents to have more control over switching work hours and shift trading.
As a result, agents will be able to manage stress better in the workplace and give them greater freedom to create a healthy work-life balance, which aligns with Calabrio’s agent wellbeing report.
Earlier in the year, Thomas Goodmanson stepped down as CEO of Calabrio and was replaced by Kevin Jones, making him the second addition to the C-suite in just two months.
