Animal Friends Insurance, a specialist UK-based pet insurance company dedicated to supporting global animal welfare charities, operates with a team of dedicated pet enthusiasts. As a key player in the UK pet insurance industry, Animal Friends recognised the need for a robust WFM system to streamline operations. They aimed to minimise manual forecasting efforts, enhance contact centre adherence tracking, leverage real-time analytics for data-driven insights, reduce wrap-up time after customer calls, and ultimately improve overall average handling time (AVHT).

To delve deeper into their transformation journey, we spoke with Neil Inder, Resource and Planning Manager, and Jack Smith, Real-Time Analyst at Animal Friends. They shared insights into how implementing Calabrio’s WFM system has led to approximately a 10% increase in contact centre adherence, significantly boosting productivity.

“We were initially drawn to Calabrio’s intuitive and user-friendly platform. After our first demonstration with SVL, it was clear that it would provide the business with greater insights. SVL supported us with online training, dedicated build support, and optimisation advice, enabling a seamless integration of Calabrio into our daily processes.”

“Calabrio provides real-time insights and allows us to create long-term schedules for our team. The platform enables us to analyse data more deeply, ensuring the right team members are available at the right times for our customers. Additionally, the WFM system facilitates the creation of in-depth forecasts that align more closely with operational and seasonal trends, something we previously struggled to achieve.”

“Before implementing Calabrio’s WFM system, we had limited data on how our contact centre agents optimised their time and skills. Now, we can see exactly where resources are utilised and where they may be needed in the future. This has empowered our agents to increase their productivity and provided them with greater clarity on their tasks weeks in advance. We’ve already seen a 10% improvement in adherence and are exploring ways to further reduce hold times for customers, enhancing our service levels even more.”

“From an operational perspective, the WFM system has provided more visibility and simplified planning. Our teams can now view their schedules for the month ahead, leading to increased agent engagement and satisfaction. With SVL’s support, we are looking into utilising more features of Calabrio to further improve our team’s efficiency and expertise.”

Speak to our team to discover how implementing Calabrio’s WFM system can increase adherence and productivity in your organisation.