Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care
MINNEAPOLIS–(BUSINESS WIRE)–#AI—Calabrio, the workforce performance company, has announced that Ascensos is using Calabrio ONE to schedule 2,500 agents at seven contact center locations in the United Kingdom, Romania, Turkey, and South Africa. On average, agents handle 170,000 contacts every week. Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service.
Established only 10 years ago in Motherwell, Scotland, Ascensos has expanded its operations significantly and is a leading European contact center outsourcer in consumer retail. Ascensos’ 170,000 contacts per week are predominantly voice (59%), followed by email (20%), live chat (10%), social media (10%), and WhatsApp (1%). The company was looking for a more efficient way to schedule its growing workforce and selected Calabrio ONE primarily for ease of use and scalability and to eliminate time-consuming manual processes.