Case Study: Addison Lee achieves faster, smarter reporting and major time savings with Calabrio (Teleopti WFM Insights)

Addison Lee Unleash their Analytics Genius with Insights from Teleopti

Addison Lee, a London-based premium ground-transport provider with 24/7 contact-centre support, faced the common contact-centre challenge of turning large volumes of customer, operational and employee data into timely, actionable insight. Their existing reporting was slow and cumbersome—requiring SQL queries and manual Excel joins—which limited access to data, slowed decision-making and constrained reporting creativity.

Teleopti WFM Insights, a cloud-based solution built on Microsoft Power BI, delivered dynamic, interactive dashboards that were quick and easy to build. Within weeks analysts were producing tailored reports and Team Leads could run absence and performance views themselves in seconds instead of 10–12 minutes, freeing time from administrative tasks, boosting productivity and allowing more focus on coaching and agent development.

Addison Lee

Jemma

RTA Analyst