Case Study: E.ON achieves 90% call-answer rates and improved availability with Calabrio WFM

E.ON Increases Availability with Flexible Scheduling

E.ON, a major Nordic energy provider, operates a high-volume customer service center that handles more than 1.2 million phone, chat and email inquiries yearly (2,500–4,000 calls daily). Faced with heavy administrative burden and the need to meet customers across multiple channels while improving response rates, E.ON sought better forecasting and more flexible scheduling to reach targets of answering 90% of incoming calls and 100% of inquiries via other channels.

By implementing Calabrio WFM — including accurate long- and short-term forecasts, 15-minute interval scheduling, Shift Trader and Agent Schedule Messenger — E.ON can align advisers to channel demand and plan leave against forecasts. The result: consistent achievement of availability targets, a 30% reduction in email processing time, fewer backlogs and callbacks, shorter wait times, and improved adviser satisfaction and customer experience.

E.ON

Anette Jonsson

Group Director for Business, Analytics and Planning