Wix cuts time spent on contact centre agent scheduling by 40% with Calabrio, improving adherence and shrinkage across shifts for 1,400 staff
About Wix
Founded in 2006, Wix.com is a global leader in website creation, enabling companies and individuals to build professional websites incorporating advanced tools for e-commerce, SEO, and customer engagement.
Background
In today’s always-on world, organisations depend on their websites and ecommerce platforms to provide a reliable online presence for visibility, engagement, and revenue generation. Therefore, it is essential Wix supports its customers with timely and effective responses to problems and queries.
To serve its 200 million users, Wix runs a sophisticated contact centre support operation. It has approximately 1,400 customer service agents who have completed intensive, in depth training to reach expert status, equipping them to solve a multitude of issues raised by customers.
Comprising of 40% internal staff and 60% external agents, through Business Process Outsourcing (BPOs), the teams are situated in 14 different locations worldwide, providing 24/7 support. In total, Wix experts handle around 17,700 interactions per week from inbound calls, chat, and email.
Challenge
Before the introduction of Calabrio, planning and devising work schedules for contact centre experts was a complex, time-consuming manual task carried out by analysts using large, cumbersome spreadsheets. It could take a scheduling analyst up to four days to create the schedule for each market for the coming two weeks.
Forecasts for capacity were married up with availability of staff. Then, every detail relating to shifts was entered manually into a spreadsheet, including rest breaks, lunchtime, holidays, meetings, training time, and other project work. This often led to errors, such as miskeyed entries and corrupt formulas, which could make the schedules inaccurate.
Once a schedule was created, it was difficult to amend and couldn’t accommodate changes like unforeseen absences or sudden demand for extra capacity. Locally, agents and managers could not make necessary amendments to swap shifts or deal with last-minute alterations in availability.
Crucially, there was no monitoring of adherence or shrinkage. Without visibility, it was almost impossible to improve forecasting or make informed real-time adjustments to maintain efficiency and consistently meet service level agreements.
Analysis of past performance indicated shrinkage could be as high as 56% and was likely to be negatively impacting customer satisfaction. Also, it was difficult to support contact centre experts more effectively without knowing what was happening on a granular basis.
The Wix scheduling team needed to find a solution that would automate these complex scheduling requirements and integrate seamlessly with their existing technologies and new AI-powered workflows. This would remove a significant administration burden, freeing up time to focus on optimising customer engagement outcomes.
Solution
Wix decided the company needed more than a simple scheduling tool. The project team wanted a solution to help understand the bigger picture and longer-term capacity trends. This would enable better planning of staff resources, ensuring the right number of experts, with the right experience and skills, would be in place at the right time. And, if capacity problems were identified in advance, senior management could be kept informed about which customers might be impacted and the reduction in service levels.
Wix evaluated the WFM market and chose Calabrio for its comprehensive, easy-to-use scheduling capabilities, real-time adherence features, and accuracy when creating and fine-tuning agent schedules. Phased implementation began in 2023 across the internal teams, followed by roll-out to the BPOs in 2024.
Benefits
Instead of taking days to manually put together schedules, it now takes hours, saving at least 40% of each scheduling analyst’s time. Error-prone manual data entry has been minimised, and schedules are now accurate, clear, and transparent for users and managers.
This has given analysts more time to look at ways of improving schedules and making shifts more comfortable and rewarding for experts. As a result, they are now fine-tuned to requirements and constantly adjusted to incorporate changing circumstances and to align with SLAs.
Daniela Gagea, Workforce Optimisation Manager at Wix, says,
“Our focus has changed from piecing together schedules to continuous improvement, assessing the bigger picture, and adding further value to support our experts which helps our delivery team too.”
Kateryna Prychkina, Workforce Optimisation Manager at Wix, adds:
“Our experts can use the self-scheduling feature in conjunction with their managers to alter shifts as necessary. Sharing some of the responsibility gives users more control and flexibility which they appreciate.” For example, during the current week local teams can rearrange activities to extend meetings or move them to more appropriate times.
Adherence is improving already, up by 15% and expected to rise to 90% when all the BPOs are fully onboard. Daniela explains, “Having adherence tracked in Calabrio means we have complete visibility, otherwise what cannot be measured cannot be controlled. Adherence has been a pain point for us, but now we can take appropriate remedial action, as well as set realistic KPIs for our internal agents and BPOs.”
By cutting out manual, error-prone spreadsheets, Wix has observed up to a 10% improvement in scheduling accuracy. This in turn has led to faster resolution times due to better resource allocation, and has decreased shrinkage by 10%. Furthermore, these operational benefits are starting to translate into increased customer satisfaction with CSAT up by 3% and improved SLA metrics. Feedback from Wix experts has also been positive, with agents experiencing higher job satisfaction.
Next Steps
Calabrio’s straightforward integration has enabled Wix to import and export data easily from Wix’s existing forecasting and CRM platforms, as well as NICE, run by one of its BPOs. We are exploring the possibility to extend integration further to the internal Oracle system and to other BPOs.
Next steps also include integrating predictive analytics, AI-driven scheduling, and improving vacation cover with a new Calabrio module for holiday planning.
Daniela concludes, “Calabrio is helping us to continuously adjust and adapt our scheduling. Understanding the value that transparency brings is vital. Now we can see how to improve efficiency as well as increase job satisfaction for our agents. So, this is not just a success story about adopting a tool, it’s also about transitioning internal experts, managers, and partners to new ways of working and thinking.”
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
