Case Study: GE Appliances achieves seamless remote contact center transition, 15% lower cost-per-call and 20% higher adherence with Calabrio WFM

GE Appliances Modernizes Its Contact Center with Calabrio WFM and Amazon Connect

GE Appliances, a leading U.S. appliance manufacturer, faced acute contact center challenges: highly seasonal demand, fragmented forecasting and reporting, and limited WFM expertise — then COVID-19 drove call volume roughly 50% above normal and required shifting 800+ agents to work-from-home in just two weeks.

GE paired Calabrio WFM and QM with Amazon Connect to create a single forecasting and dynamic scheduling system, real-time quality monitoring, and agent self-scheduling. The contact center transitioned to remote work in days with no customer impact, cut cost-per-call by 15%, raised adherence by 20% to 90%+, reduced attrition by ~25%, and scaled headcount only 20–25% (to ~1,000+) to absorb the surge — delivering flexible, measurable cost savings and improved customer experience.

GE Appliances

Aaron Jacobs

Director of Workforce Optimization + Analytics