Leading Global Toy Brand Chooses Complete Calabrio ONE Suite to Manage 1,000 Agents Around the World
1,000
5
4 to 6 weeks
Data-driven capabilities
Number of agents supported
Contact centre locations for global coverage
Dramatic improvements in advance scheduling and forecasting
Optimise schedules for both frontline and back-office teams
At a Glance
Industry Manufacturing & Retail
Region Global
Products Used Calabrio ONE with fully integrated capabilities for Workforce Management (WFM), Quality Management (QM) and Interaction Analytics.
About the brand
The mission is to inspire and develop children and young adults through the power of play and imagination.
Established nearly 100 years ago, the company is still family-owned although its products are now sold in more than 130 countries worldwide.
“Calabrio has totally transformed our way of working. We are using the data-driven capabilities of the solution to better inform our decisions on how to improve and optimise schedules for critical back-office teams as well as our customer-facing staff. Today, we’re able to schedule our agents much further in advance, giving them a bolder, upfront view of what life is going to look like for them so they can flexibly make plans outside of work. That’s the biggest win for us so far.”
Global Scheduling Manager
Challenge
This leading global toy brand operates contact centres at five locations around the world. The majority (95%) of agents work full-time and all agents work either remotely or on a hybrid basis. Customers in 130 countries expect to interact with their favourite toy brand in multiple ways and agents regularly handle contacts across all channels including voice, text, email, chat and social media.
The complexity of running a worldwide customer service organisation led the company to find a more efficient way to develop and optimise its scheduling and longer-term forecasting activities.
Solution
The company has invested in a broad range of capabilities from the Calabrio ONE workforce performance suite, initially going live with Calabrio’s Workforce Management (WFM) solution in August 2022.
Today, 21 professionals in the company’s WFM team rely on Calabrio to create flexible schedules for 1,000 agents around the world at 5 contact centre locations in the UK, USA, China, Germany, and Singapore.
Calabrio’s data-driven capabilities provide workforce planners with all the real-time information they need to optimise schedules for customer-facing and back-office staff now and in the future.
Automation helps to accelerate scheduling and forecasting. At the same time, it gives agents the flexibility to balance their life outside of work, while meeting customer expectations for exceptional multi-channel customer service.
Result
What goes on behind the scenes is just as important as what happens on the frontline and the deployment of Calabrio software is building the blocks to effective remote and hybrid-working for both agents and critical back-office teams.
Calabrio’s data-driven capabilities are a huge asset, helping to support fast and intelligent decisions on how to optimise schedules and longer-term forecasts. One of the biggest wins since deploying the Calabrio suite is a dramatic improvement in advance and long-term scheduling times. It is now possible to schedule six weeks in advance compared to just four weeks ahead previously. This bolder, upfront view makes a massive difference to agents giving them a healthier work/life balance.
A deep sense of collaboration is critical to success and the company plans to work with Calabrio to extend the benefits of the current implementation to its 10-strong Quality Management team. In particular, it looks forward to exploring the latest Quality Management and Analytics solutions to support the brand’s future growth aspirations.
