Home Group achieves a 20% increase in contact centre scheduling efficiencies with Calabrio WFM via Business Systems
Background
Home Group is a housing association, social enterprise and charity and is one of the UK’s largest providers of high-quality housing and integrated housing, health and social care.
Operating for more than 80 years, the organisation aims to build homes, independence and aspirations. Today it supports over 125,000 customers who live in more than 55,000 homes across England and Scotland. In addition, during the last year, the group has worked with over 12,000 vulnerable people in its supported housing and health services.
Service quality forms a large focus for Home Group, which is proud to have been announced as the 7th best place to work in the UK, the 4th best in the Northeast and the 4th best for women.
Challenge
Despite its high commitment to service quality, Home Group was facing challenges in its contact centre due to its former Workforce Management (WFM) tool reaching the end of its serviceable life.
With the contact centre growing to 150 seats, the original solution was no longer fit for purpose, and therefore Gavin Rogerson, Resource Planning Manager, was focused on identifying a solution that would meet the needs of the organisation, both in the present and future.
Solution
Home Group selected Business Systems to implement the cloud-based Calabrio ONE Workforce Management (WFM) solution. It was recommended by Business Systems due to its robust forecasting, scheduling, and analytics capabilities, which were essential for optimising resource allocation and enhancing operational performance.
Results
√ Over £16,000 in savings each month
√ Return on Investment (ROI) in 6 months
√ 12% increase in achievement of calls answered
√ 20% increase in scheduling efficiencies
√ Saved on 5 new hires
√ 40 administration hours saved per week
Home Group has not only modernised its resource planning capabilities but also achieved substantial financial and operational benefits, including monthly financial savings of £16,000, and a 12% increase in the number of calls answered and responses to digital channels within the target Service Level Agreement. A 20% increase in scheduling efficiencies has also been recorded, in addition to saving 40 administrative hours per week.
Within six months of implementation, Home Group has achieved a return on investment (ROI), surpassing the two-year target that was originally envisioned with a project of this scale.
The transition to Calabrio ONE has helped to transform Home Group into a data-driven organisation, driving faster and more effective decision-making. Dashboards provide customisable performance metrics, empowering users to monitor and optimise their performance effectively.
With the ability to monitor contact centre activities and resources in one place, it is creating significant efficiencies when compared to the former manual approach used. Real-time data now provides managers with a single, unified view of the contact centre’s operations while workforce planners can create fast, efficient schedules at the click of a button.
Gavin confirms this, saying, “Our goal has always been to provide the best end user experience – it might be a bit of a cliché but happy colleagues equal happy customers. We want our people to be happy, we want them to know where they’re at and this solution, which is so easy to use, helps us achieve this.”
Overnight, Business Systems and the Calabrio solution has given Home Group the power to make changes quickly, removing all manual processes. Gavin concludes: “We went from effectively pen and paper, to a state-of-the-art digital solution. We have seen our average speed of call answering improve, and now have far greater visibility than before.”
Home Group is one of the UK’s largest providers of high-quality housing and integrated housing, health and social care.
Home Group is supporting over 125,000 customers who live in more than 55,000 homes across England and Scotland. Operating such a crucial service, quality is at its core.
For additional information on Home Group visit Website
For over 35 years, Business Systems has been a trusted leader in the digital transformation and regulatory compliance landscape. Its dedicated team of experts assist clients to craft customised, innovative solutions to drive growth and elevate Compliance and CX. Whether transitioning to a cloud-based recording solution or contact centre platform, leveraging data estates to boost revenue, or increasing value proposition through the company’s partner program, Business Systems is committed to guiding clients and partners through every step of their journey. Aligning strategies with evolving market trends and business goals.
For additional information on Business Systems view their Company Profile
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
For additional information on Calabrio view their Company Profile
