Case Study: CEGA Group achieves time and cost savings and smarter contact centre scheduling with Calabrio WFM

CEGA Gains Time and Cost Savings Using Calabrio’s WFM for Smarter Contact Centre Scheduling

CEGA, a global provider of medical and security assistance, travel risk and claims services, runs a 24/7 contact centre with about 130 agents and complex shift patterns. Rapid growth, seasonal peaks, long average handling times (9+ minutes) and an entirely manual rostering process (up to 36 hours to build a three‑month schedule) made it difficult to meet service targets and keep staff engaged.

CEGA deployed Calabrio WFM across medical screening and claims, adding Vacation Planner, Shift Trader, Overtime Availability, Notify, Real‑Time Adherence and Gamification to automate scheduling, enable agent self‑service and give managers mobile visibility. The implementation delivered published rosters months in advance, higher staff engagement, real‑time adherence, removal of costly fallback payments (saving thousands), more stable SLAs and a 50% reduction in call abandonment — generating clear time and cost savings and rapid ROI.

CEGA Group

Ben Thomas

Customer Service Manager