Case Study: Flight Centre achieves 20–30% contact center productivity gains and reduced hold times with Calabrio ONE

Flight Centre Reduces Hold Times with Calabrio

Flight Centre, a large enterprise in the hospitality industry, sought to automate workforce management and improve contact center performance after struggling with long hold times and suboptimal rostering and adherence monitoring. The company evaluated alternatives such as Verint and used the Cisco platform in conjunction with its chosen solution.

By deploying Calabrio ONE, Flight Centre reduced hold times and average handle time through greater transparency and better agent self-monitoring, seeing measurable improvements in customer and employee satisfaction. The implementation delivered an ROI in 6–9 months, boosted contact center productivity by 20–30%, increased customer satisfaction by 15–25%, and benefited from lower total cost of ownership, ease of use, and unified integration.

Flight Centre

Kelly Lyons

Business Professional