Calabrio Helps Susquehanna Bancshares Elevate Customer Service and Efficiency
Major workforce management competitors beat on product, price and service
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 valuable resource. 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 customer experience. 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 gaps. 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. Media Contact: Renee Maler Public Relations renee@philosophyPR.com +1.925.968.9495
SOURCE Calabrio, Inc.
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