How Addison Lee unlocked savings of almost £1 million and increased agent occupancy from 40% to 70% by working with Sabio to implement Verint’s Impact 360 Workforce Management software.

BUSINESS CHALLENGE

In order to improve the productivity of its bookings process, Addison Lee needed to improve the performance of its 300 seat contact centre including some 85 home workers. A key driver for this activity was to improve agent effectiveness and occupancy, and ensure efficient planning and forecasting of call volumes and staffing levels at the company’s contact centre.

SABIO SOLUTION

Addison Lee selected Sabio to supply a Workforce Management solution based on Verint’s Impact 360 suite. Sabio recommended an in-depth, scenario modelling led approach, and helped to develop an accelerated ROI proposition.

RESULTS DELIVERED

• Unlocking staff savings of £1 million
• Reduced overall contact centre staffing costs by 30%
• Increasing agent occupancy levels from 40% to 70%
• Significantly reduced the time taken to process agent holiday requests from two and a half days a week to just ten minutes
• Improved agent booking rates, increasing contact centre productivity, and rewarding improved agent performance with increased earnings