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Contact Company selects Calabrio WFM to power BPO operations

Calabrio, the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company's ambitious growth plans. TCC plans to implement a broad range of Calabrio's automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid working in a multi-channel customer service environment.

“Over the past few years, our sales have doubled and our client base has expanded in number and complexity. We looked for a partner that could offer best-in-class technology while truly understanding the unique challenges that outsourcers face. From our initial conversations with Calabrio, we felt they were the partner for us. We are confident their unmatched experience in the contact centre industry will bring greater agility to our operations and boost our clients' success. The Calabrio team is also a joy to do business with, extremely knowledgeable and very supportive," says Matthew Jorgensen, resource planning specialist at TCC.

Calabrio ONE will support much of TCC's 1,500-strong workforce, making meeting multiple client service levels easier and delivering carefully tailored customer service packages for clients, including household names such as Argos, John Lewis, BT, and The Health Lottery. 

The five-strong planning team will maximise Calabrio’s proven workforce management (WFM) capabilities to produce fast and flexible schedules for customer-facing staff and improve longer-term forecasting activities.

“Dynamic, fast-growing businesses like The Contact Company can rely on our proven track record, technology, and expert professional services during times of unprecedented growth. Our cloud-first approach is perfectly suited to building a highly flexible workforce that can adapt to rapidly changing customer demand, whatever the channel. We look forward to working alongside TCC to achieve their business aspirations by creating an agile customer service delivery framework poised for the future," says Olle Düring, senior vice president of international sales at Calabrio.

“The digital foundation of customer-centric contact centres, Calabrio helps maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.”

“TCC intends to expand the Calabrio ONE implementation as the business grows, with a continued focus on recruiting and developing local people. Chief executive Asif Hamid also invests his time in local enterprise, as vice chairman of Liverpool City Region Local Enterprise Partnership, chairman of Wirral Chamber of Commerce, and a former winner of the Liverpool ECHO's DLA Piper Business Person of the Year award. Under Hamid's leadership, TCC invested in multimillion pound offices at Kingsgate, Tower Wharf in Birkenhead which the company sees as a further catalyst for future growth," informs Jorgensen. 

“Established in 2006 and based in Birkenhead near Liverpool, TCC helps companies to relocate their offshore customer service operations back to the UK with minimal upheaval and disruption. We employ nearly 1,500 people and clients include leading retailers Argos, River Island, Sainsbury’s and Superdrug.”

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