Case Study: Equiniti achieves improved employee engagement and service levels with Calabrio WFM

Equiniti Achieves Optimal Scheduling and Accurate Forecasting

Equiniti is a UK-based financial and administration outsourcing group and a leading share registrar for over 700 companies, with around 4,000 employees and a 400-strong Customer Experience Centre. Facing a complex, multi-client contact environment and an end-of-life scheduling system, Equiniti needed a more flexible workforce management solution to improve staff utilisation, support multichannel handling (calls, webchat, back-office) and boost employee engagement around shift patterns and preferences.

Equiniti implemented Calabrio WFM with Business Systems, piloting preference-based scheduling and rolling out the MyTime agent app alongside features like annualised hours, re‑optimisation, forecasting and skills-level visibility. The change delivered higher employee engagement and reduced unscheduled absence, improved service levels and operational efficiency, faster schedule runs and measurable FTE savings, with further rollouts and additional ROI expected into the second year.

Equiniti

Simon Thompson

Operations Planning Manager