Case Study: Assurity Life Insurance Company achieves seamless management of fourfold contact center growth with Calabrio ONE

Assurity Leverages the Power of Calabrio ONE and Raises the Bar for Customer Service

Assurity Life Insurance Company, a mid‑market insurer serving middle‑income consumers and small businesses, faced a major challenge after consolidating three contact center units and quadrupling agent headcount. Manual scheduling via Excel could no longer support the larger, merged operation or maintain service consistency and Cisco integration, so leaders needed an automated workforce optimization solution and a change‑management program to align managers and agents.

Assurity implemented Calabrio ONE in the cloud for workforce management, quality management and analytics, enabling proactive scheduling, consistent call evaluation, faster fraud detection and smarter staffing decisions. Within two months the post‑issue team’s answer rate improved 19% and average wait time fell by 41 seconds; overall metrics rose, managers stopped relying on spreadsheets, and the company is expanding to omnichannel and dynamic scheduling while sustaining strong agent adoption.

Assurity Life Insurance Company

Heith Fulmer

Director of Customer Connections