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Home Group achieves a 20% increase in scheduling efficiencies with Business Systems and Calabrio WFM

3 min read Download Case Study

The 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 now and in the future.

“We feel that we have been fully supported by the team at Business Systems. It wasn’t a case of ‘Here you go, plug it in’, I was supported throughout in the implementation phase, and beyond. The whole process has been absolutely fantastic.”Gavin Rogerson, Resource Planning Manager

About the Customer

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.

Home Group
Social Housing

The 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.

Since the implementation, the partnership with Business Systems has yielded impressive results, including achieving a return on investment within six months of implementation, surpassing the original two-year target.

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.

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