Paychex Immediately Improves Contact Centre Efficiencies Across the Board
$500k+
in annual productivity savings
20%
Adherence Growth
45%
Increased intraday
optimization
optimization
Forecasted within 5% of
actuals in first 10 weeks
actuals in first 10 weeks
At a Glance
Company Paychex
Industry Financial Services
Region U.S. & Europe
Products Used Calabrio WFM
About Paychex
With headquarters in Rochester, NY, Paychex, Inc. delivers integrated human capital management solutions for payroll, benefits, human resources and insurance services. It’s in this way that Paychex empowers over 650,000 small- and medium-sized business owners to focus on the growth and management of their business.
Consolidating disparate WFM efforts delivers fast results and half a million in annual savings
Challenge
Paychex doggedly maintains a lofty goal of never losing touch with its clients. But when Paychex couldn’t guarantee an agent was always available to take client calls, it became clear the company was falling short of its promise.
Different Paychex contact centre teams were operating in silos and using three different contact centre technology systems. This disintegrated approach wasn’t delivering the best possible experience to its clients, and it certainly couldn’t support the company’s projected fast growth.
Leaders knew the only way to remedy the situation was to unify all users and workforce management (WFM) capabilities into one single, full-featured platform.
Solution
Using the Calabrio ONE platform, Paychex has optimised its contact centre scheduling and intraday forecasting, enabled more contact centre staff to focus on client relationship management, and implemented a voluntary time-off program to prevent overstaffing during low-volume periods.
The fast results we achieved really opened everybody’s eyes. We gave people WFM insights they’ve never been able to see before.
Caryn Yurkstas –
Sr. Workforce Analyst
Paychex
Result
Paychex immediately improved agent adherence by 20%, increased intraday optimization by 45% and delivered forecasting that—in its first 10 weeks—came within 5% of actuals.
Long-term results are equally impressive—the initiative has saved Paychex $539,000 in productivity.
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