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Royal London Workforce Management (WFM)

3 min read Download Case Study

The Challenge

Royal London were struggling with challenges around visibility of operations and the need to centralise their resource planning activities across multiple sites, teams, and functions. They recognised the need for a Workforce Management solution to resolve many of the pain points they were faced with.

With customer satisfaction being vital for the company, Royal London discovered that there were certain aspects of their service that could be improved. Aspects such as Combined Capacity Plan Views, Preference Based Scheduling, Remote Working Visibility and Agent Self-Service.

“‘When the 2020 pandemic hit, it highlighted how vital a Workforce Management system is when working remotely – without it, we would have been operating blindly with no visibility into departmental workflows and workforce planning. With Calabrio Teleopti, the functionality of real-time adherence and real-time reporting made a positive impact within the organisation during remote working’.”Simon Sneyd, Head of Performance and Planning, Royal London

About the Customer

Founded in 1861, Royal London are the UK’s largest mutual life, pensions and investment company. Their well-known reputation for excellent customer service and mutuality ensures their customers can save for the future and invest with confidence and clarity.

Everything they do has the best interests of their members and customers, and their long-term financial wellbeing. Royal London take pride in delivering value and outstanding service to give their customers the best possible experience and long term security.

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Royal London

The Solution

Designed to transform and empower your workforce, Calabrio Teleopti Workforce Management, enables contact centres to plan and manage workforce planning operations with the most powerful forecasting tool on the market.

By implementing a Calabrio Workforce Management (WFM) system, Royal London now have a faster turnaround time on emails, reduced complaints, an increased number of calls answered and an increase in employee engagement and NPS scores.

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