Case Study: City of Vancouver achieves 0% agent turnover for 16 months with Calabrio Workforce Management

City of Vancouver 3-1-1 Achieves 0% Turnover with Calabrio WFM

The City of Vancouver’s 3-1-1 contact center provides year‑round, multilingual citizen services and faced rising call volumes as the population and awareness of the service grew. The challenge was to scale staffing and introduce flexible schedules and work‑from‑home options while maintaining high service levels and protecting employee work/life balance.

By deploying Calabrio Workforce Management to forecast demand, schedule the right resources, and provide metric-driven coaching, the city standardized staffing and enabled consistent service from generalist agents. Over two years the center grew from 12 to 80+ agents and from 165,000 to 820,000 calls annually, achieved 0% turnover for 16 months and improved adherence by 8% while enhancing employee quality of life.

City of Vancouver

Marc Dube

Team Manager