Ameritas Life Insurance Sets Higher Customer Service Standard With Calabrio
Workforce management enables greater agent
productivity and scheduling flexibility
MONTREAL, Jan. 30 /PRNewswire/ -- Calabrio, Inc., a leading provider of contact center workforce management (WFM) solutions, today announced immediate results from its second deployment with Ameritas Life Insurance Corp., a UNIFI company. With Calabrio, the leading financial services organization is now able to deliver more consistent and higher levels of customer service through a more flexible, efficient and strategic use of its call center agents. Already using Calabrio to great success at its Group Dental division with more than 100 agents, Ameritas implemented the WFM technology at its Individual Life & Annuity division, a much more complex environment. Its multi-skilled agents needed to be knowledgeable about a greater number of products and were highly educated, having passed the Series 6 and other financial exams. As a result, they represented a higher labor cost than the average agent, making any accidental overstaffing an expensive mistake. Debra Sterns, Ameritas' second vice president of the Individual Client Services Call Center, explained, "Microsoft Excel was difficult to use for forecasting and scheduling, making it a challenge to keep our customer satisfaction scores at the desired levels. With Calabrio, our service levels are much more steady and our workday predictable. This creates a more orderly environment where we can focus on providing the highest level of customer care. With our recent merger and combined customer base, Calabrio will be critical in accurately manage a fast-growing call volume between our two locations." With greater visibility into its operations, Ameritas is now able to more intelligently mobilize its people. For instance, Ameritas found it could start agent shifts at 7:45 a.m. instead of 7:00 a.m. to save a significant amount of money without lowering service levels, and it could move around existing agents to cover a 10% expected increase in call volume, instead of hiring more agents. Calabrio also enabled the company to schedule off-phone activities -- such as training, meetings and projects -- at the least disruptive times as well as to extend its hours of operation without again simply throwing agents, and therefore money, at the challenge. Greater flexibility and accounting for agent preferences in work schedules translated into a more employee-friendly environment. Ameritas could now offer a flexible, shorter work-week as well as lunches and breaks scheduled at optimal, more convenient times, rather than at rigidly-fixed times. With wrap-up or off-phone time built into their schedules, agents can more easily tie up any loose ends during the day -- and a less stressed and more happy agent is likely to provide better customer care. "We are tremendously pleased with Calabrio," continued Sterns. "Our experience and results justify our decision to choose Calabrio as our WFM partner, instead of larger vendors whose solutions didn't seem to fit small- to medium-sized contact centers such as ours. Further, Calabrio has given us the most responsive service and attentive training we've ever had." "Financial services organizations such as Ameritas are under intense pressure to provide the best customer service, so they understand how important an effective workforce management system is to their operations," said Rene LeBel, chief executive officer and founder of Calabrio. "The secret to Calabrio's success is our unmatched accuracy rates of up to 99.5%. Having a precise forecasting and scheduling engine is what our customers are telling us matter the most to them. Only then can you fully and strategically leverage your most important and most expensive asset -- your people." About Calabrio, Inc. Calabrio's workforce management solutions are used by companies worldwide, such as Blue Cross, Direct TV, MasterCard, MBNA, Sears and hundreds more. From our start in 1995 -- and now with offices in Canada, United States and Europe -- Calabrio is one of the very first to give multi-site and multi- channel management capabilities to today's evolving contact centers. Unlike competitors, Calabrio offers an unmatched forecasting and scheduling accuracy of up to 99.5% as well as a full range of additional capabilities at no extra charge, such as skills- and performance-based scheduling, KPIs, payroll integration, and much more. As a result, our customers can dramatically improve productivity, employee satisfaction and efficiency, which in turn drive customer service and profitability. For more information, please visit http://www.calabrio.com. Media Contact: Renee Maler Public Relations renee@philosophyPR.com +1.925.968.9495
SOURCE Calabrio, Inc.
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