Saving £1m with WFM

How Addison Lee unlocked savings of almost £1 million by working with Sabio to implement a specialist contact centre WFM solution and optimise the performance of its expanding private hire reservations operation. The solution, based on Verint’s Impact 360 Workforce Management software, has also helped Addison Lee to increase agent occupancy from 40 per cent to 70 per cent.

Business Challenge

As London’s leading premium minicab firm, Addison Lee is committed to implementing best practice technology solutions to support its expanding business.  In order to improve the productivity of its bookings process, the company needed to improve the performance of its Central London contact centre that employs over 300 staff, 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 wanted to work with an experienced contact centre technology partner to implement a Workforce Management (WFM) solution as part of its broader Workforce Optimisation strategy. The company selected Sabio to supply a WFM 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 for the company’s WFM implementation. Following the success of an initial pilot programme, Sabio rolled out the Impact 360 solution to support Addison Lee’s entire contact centre workforce at its London HQ and across its home workers.

Results Delivered

Sabio’s implementation of the Verint Impact 360 Workforce Management solution has achieved a number of key benefits:

• Unlocking staff savings of around £1 million through more efficient scheduling and agent occupancHel
• ping Addison Lee to achieve a 30 percent reduction in overall contact centre staffing costs
• 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

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