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
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
SOURCE Calabrio, Inc.