Broad River Retail Grows Service Levels by 20% with State-of-the-Art WFM

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Broad River Retail Grows Service Levels by 20% with State-of-the-Art WFM

Case Study

Broad River Retail Grows Service Levels by 20% with State-of-the-Art WFM

20% increase in service level
Efficient intraday adjustments
Better agent work-life balance
Increased attendance

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Overview

WFM maximizes agent productivity without negatively impacting contact center service levels

Founded in 2003 and headquartered in Fort Mill, South Carolina, Broad River Retail is the largest and fastest-growing independent licensee of Ashley HomeStore. The privately held company has 18 locations across North Carolina, South Carolina and Georgia, and employs over 500 people at its stores, distribution center and corporate office.

The Challenge

The agents at Broad River Retail’s contact center field inbound phone and email inquiries covering everything from customer order status and delivery information to directions to retail stores. Agents also provide proactive, outbound customer-care activities, such as providing customers with order statuses and delivery notifications.

When contact center leaders found their customer service operations nearing capacity, they knew they needed to maximize current productivity without adding staff or negatively impacting service levels. But their manual, time-consuming, spreadsheet-based method for scheduling and data analysis couldn’t give them the accurate measurements and performance improvements required to optimize operations.

It was time for a true WFM solution—one that could give Broad River Retail contact center leaders a rich array of powerful features and unlimited scalability to support the company’s future growth. The solution also needed to be easy and seamless to learn then manage on a day-to-day basis.

The Solution

Broad River Retail implemented Calabrio WFM to get the forecasting and scheduling capabilities it required.

Now, an extensive set of management reports and in-depth analysis provide contact center leaders with key insights, while dashboards enable them to monitor operations in real-time. In addition, a self-service portal delivering automatic responses empowers agents to easily trade shifts and submit time-off requests on their own, letting managers focus on other important areas of business rather than spend their time processing simple requests.

“[Calabrio’s] tools are easy to use and logical to navigate. And, it doesn’t require a large team to administer! It has helped us elevate our contact center performance to a much higher level.”

Wynn White

Sr. Manager of Customer Experience, Broad River Retail

The Result

Now leaders confidently set official performance standards and agent incentives, then easily monitor and measure all areas of contact center performance. Using Calabrio WFM’s optimized scheduling, leaders increased the contact center’s service level by 20% without increasing the number of agents. In addition, real-time monitoring of volume, staffing levels and adherence led to efficient intraday adjustments, while gamification improved employee engagement and performance. Thanks to Calabrio WFM’s rich self-service capabilities, agents also enjoy a better work-life balance. The result? Happier and healthier agents, increased attendance, and decreased attrition.

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