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.
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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30 Years and Counting
