Insurance Company Automates Contact Center Scheduling with Calabrio Workforce Management
Case Study: Insurance

Calabrio WFM helps reduce overstaffing and streamline contact center operations

Service level objectives are met and quality is increased

BACKGROUND

In 1887 in Nebraska, five local businessmen realized there were no insurance companies in town. Being good businessmen, those five gentleman seized the opportunity and founded a life insurance company. Today, the insurance provider has grown to over 17,000 registered insurance agents and has broadened its scope to offer life insurance, annuities, group dental and eye care insurance, retirement plans and investments through its various company divisions.

THE CHALLENGE

The insurance company was already experiencing great success using Calabrio Workforce Management in its Group Dental division, which includes 100 agents and processes more than 2.6 million dental claims each year. The new challenge was to implement a solution for its Individual Life & Annuity division, where highly skilled agents are knowledgeable about a multiple products and are required to have passed the Series 6 and other financial exams. As a result, the Individual Life & Annuity division has a much higher labor costs which made unintentional overstaffing an expensive issue. Prior to using Calabrio Workforce Management, the company was using Microsoft Excel to forecast and schedule its contact center staff. The spreadsheets were cumbersome and made it challenging to ensure the properly skilled agents were scheduled while keeping customer satisfaction scores at the desired levels.

THE SOLUTION

Calabrio Workforce Management (WFM) is an industry-leading software solution for multi-site staff forecasting and scheduling. Calabrio Workforce Management supports:

  • Connection to an unlimited number of phone systems, Automatic Call Distributors (ACDs) and Computer Telephony Integration systems (CTIs) simultaneously
  • Easy management of an unlimited number of sites from one or many locations
  • Streamlining office locations spread out in different time zones
  • Operations in multiple languages

THE RESULTS

The insurance company implemented Calabrio WFM in its Individual Life & Annuity division and has seen dramatic results. The company is now able to deliver more consistent, higher quality customer service through a more flexible, efficient and strategic use of its contact center agents.

Calabrio WFM enabled the company to schedule agent off-phone activities, such as training, meetings and projects during the least disruptive times so as not to affect customer satisfaction. The company was also able to extend the contact center hours by making simple changes in agent scheduling without adding additional costs or hiring more agents. The company was able to offer its agents a flexible, shorter work-week as well as lunches and breaks scheduled at more convenient times.

AT A GLANCE:

INDUSTRY: Insurance

EMPLOYEES: Over 17,000

LOCATIONS: Multiple nationwide offices, 3 contact centers

PRODUCT USED: Calabrio Workforce Management

THE CHALLENGE:

Cumbersome spreadsheets made it hard to know if the right number of agents were in place to meet the service level.

THE SOLUTION:

Calabrio WFM took the guess work out of staffing and forecasting. The contact center knows when it has the right number of agents staffed with the right skills at the right time.

Customer Experience Update