Supporting Leeds Building Society with Colleague Engagement through the contact centre
The Challenge – With heavily manual processes in place, it was clear that a more automated approach was required for the management of its then 170 contact centre colleagues.
The existing processes were not sustainable or efficient, and therefore the team sought help from Business Systems.
Erweena Humpherson, Operational Optimisation Manager (Planning), commented,
“The Business Systems team really work in partnership with you, as an extension of your team, and they go the extra mile to make sure we are happy and everything fits the brief.”
About the Customer
Leeds Building Society was established in 1875 to help people save money and to buy their own home. Today, almost 150 years later, this remains the organisation’s core purpose. Leeds Building Society is a purpose-led organisation that develops and innovates its product range and services to help its 945,300 members through all stages of their lives.
The Solution
Having undertaken a thorough market assessment, Business Systems proposed Calabrio ONE as the solution to meet Leeds Building Society’s needs, goals and team culture.
With workforce optimisation at the core, Calabrio ONE provides complete transparency of the employee and customer experience from a single interface. The dashboard provides real-time visibility of staffing to enable the planning team to make adjustments to match customer demand, and also includes predictive forecasting, which uses historic data to forecast call volumes to improve colleague scheduling.
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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
