Case Study: Animal Friends Insurance achieves 10% higher contact centre adherence with Calabrio Workforce Management

Calabrio and Animal Friends Insurance Mastering contact centre adherence

Animal Friends Insurance, a UK-based pet insurance company, wanted to improve contact centre operations by reducing manual forecasting, strengthening adherence tracking, using real-time analytics, and cutting wrap-up time. The company adopted Calabrio Workforce Management (WFM) to help deliver better schedules, forecasts, and operational visibility.

With support from SVL, Calabrio was integrated into daily processes through training, build support, and optimisation advice. The solution gave Animal Friends Insurance real-time insights, more accurate long-term forecasting, and clearer schedules for agents, resulting in about a 10% increase in contact centre adherence and improved productivity.

Animal Friends Insurance

Neil Inder

Resource and Planning Manager