Case Study: William Hill achieves professionalized workforce management and improved customer experience with Alvaria Workforce™ Assessment Tool

Global online betting and gaming company using the Alvaria Workforce Assessement Tool certified by Frost & Sullivan

William Hill, a global online betting and gaming company founded in 1934 with over 16,000 employees across retail, online and U.S. segments, experienced rapid customer growth that strained its customer service operations. As its agent population expanded, the company needed to ensure the right agents with the right skills were scheduled at the right times and to build broader organizational buy-in for workforce management (WFM) investment.

William Hill adopted the Alvaria Workforce Assessment Tool (Frost & Sullivan certified) to professionalize WFM and quantify needs. Alvaria delivered baseline metrics, scenario modeling, the automated Alvaria Calculator, and WFM education, enabling a clear business case for staffing investments, shared CX language, strategic goal setting, third‑party validation, and ongoing quarterly/annual checks to validate improvements.

William Hill