Case Study: Erie Insurance achieves under 5% turnover and flexible agent scheduling with Calabrio ONE

Erie Insurance Group Gives Contact Center Agents Scheduling Flexibility with Calabrio ONE

Erie Insurance Group, a large insurance enterprise, faced a contact center challenge: employees wanted more choice in jobs, tools, and especially scheduling, and leadership needed to boost engagement to improve customer satisfaction. The company prioritized flexible schedules, better training and development, and ways for agents to self-manage performance and provide feedback.

Erie implemented Calabrio ONE—leveraging Dynamic Scheduling (including intraday), Dynamic Availability, Real‑Time Tracking, agent alerts, pause/resume for PCI, desktop analytics and voice/text analytics—alongside dashboards, self-assessments and a Voice-of-the-Employee program. The solution delivered greater scheduling flexibility, more empowered agents, a clearer link between engagement and CSAT, and has helped keep turnover under 5% since deployment.

Erie Insurance

Ryan Bradley

Business Director