MONTREAL, May 2 /PRNewswire/ -- Calabrio, Inc, a leading provider of
contact center workforce management (WFM) solutions, today announced a new
deployment with Susquehanna Bancshares, Inc. (Nasdaq: SUSQ), a leading
financial services holding company in the mid-Atlantic region. With
Calabrio, Susquehanna had immediate visibility into its customer contact
center operations, enabling it to enhance customer service and lower
expenses with a more intelligent use of the bank's people -- its most
Susquehanna Bancshares includes three affiliate banks with 167
branches, as well as other affiliates that provide trust and investment,
asset management, insurance brokerage, commercial leasing, and vehicle
leasing services. Due to its growth, Susquehanna was outgrowing its manual
process of using spreadsheets for forecasting and scheduling. It needed a
more efficient and accurate system to quickly determine the optimal
deployment of its agents, given ever-changing call volumes and shift
preferences, since that affects the financial bottom-line as well as the
After carefully evaluating a range of workforce management solutions,
Susquehanna recently implemented Calabrio's forecasting, scheduling,
e-agent, e-supervisor, e-adherence and vacation modules for a WFM system to
meet the bank's demanding requirements. With Calabrio, the bank was
immediately able to identify hours of coverage that were over- and
under-staffed, which impacted profitability and customer service. It now
had the flexibility to correct that problem, for instance, through its new
ability to better work part-time employees into the schedule to fill the
Debra Miller, assistant vice president of alternate retail services for
Susquehanna, explained why she selected Calabrio: "We were looking for a
workforce management leader that gives great customer service. During our
due diligence process, we heard rave reviews about the level of service
Calabrio gives to its customers. Further, we were excited to begin using a
browser- based application to minimize the internal IT support needed for
this initiative, unlike other enterprise systems."
Susquehanna also reported being able to consistently meet service
levels, which made a noticeable difference on customer service. Agents
reported greater satisfaction, now that they have the ability and freedom
to trade shifts and view their schedules online and on demand. And since
labor costs are typically the highest expense of any business, more
efficiently deploying its people translated into lower expenses for the
customer service center.
"Calabrio outshined several competing systems we evaluated," Miller
continued. "The most important areas for us were product superiority,
support, and price. We are happy with our decision -- from the beginning,
the training and support we received from Calabrio's support staff has been
excellent. Our results and the ongoing level of support from Calabrio
continue to exceed our expectations."
Rene LeBel, chief executive officer and founder of Calabrio, added,
"Susquehanna Bancshares has done quite well on their own, but we are very
proud to help take their business performance to the next level of success.
They recognize employees as the company's greatest but most complex asset,
so deploying that talent, even just a little bit better, has a tremendous
impact on the overall business. Calabrio's software isn't just a piece of
technology -- for many of our customers, it represents peace of mind in
knowing that they can now properly and easily manage their people, putting
them in position to do their best work."
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 www.calabrio.com.
SOURCE Calabrio, Inc.