Case Study: Fexco achieves greater forecasting accuracy and higher productivity with Calabrio WFM

Fexco Improves Outsourced Contact Centre Services with Automated WFM

Fexco, an Irish multinational fintech and business solutions provider that runs outsourced contact centres globally, was held back by an outdated workforce management system. Poor forecasting, manual scheduling and lack of real-time intraday visibility increased the risk of missed peaks and made it difficult to track modern customer experience metrics like NPS and customer effort scores.

Implementing Calabrio WFM’s automated forecasting, scheduling and mobile access gave managers hub-like remote control, intraday monitoring against KPIs, and agents easy schedule access and shift swaps via a mobile app. The result was greater forecasting accuracy and productivity, improved employee engagement and ownership, and higher service levels across voice and digital channels.

Fexco

Shane Roper

Planning & Technology Manager