Case Study: Halo BCA (Bank Central Asia) achieves improved forecasting and scalable staffing with Calabrio Teleopti WFM

Halo BCA trusts in Calabrio Teleopti WFM to succesfully manage upcoming growth

Halo BCA, the contact-center arm of Bank Central Asia, supports 1,600 agents across three sites and handles a multichannel volume of roughly 60,000 calls and 12 million social transactions daily. With customer growth driving an estimated 3% rise in labor need, Halo BCA faced the challenge of accurately forecasting demand, avoiding under- or over-staffing, maintaining schedule adherence, and preserving customer experience as contact volumes increase.

Halo BCA uses Teleopti WFM (implemented at its largest site) to deliver omnichannel forecasting, optimizable scheduling, agent self-service and overflow management (including an on-call EQUTE by distance). Within three months Teleopti reduced the forecast/actual gap to about 1.57%, improved adherence and scheduling fairness—raising agent satisfaction and motivation—and enabled better recruitment planning and real-time schedule updates, leaving Halo BCA prepared to manage its expected growth.

BCA

Nathalya Wani Sabu

Head