Case Study: Home Group achieves 20% higher scheduling efficiencies with Calabrio WFM

Home Group achieves a 20% increase in scheduling efficiencies with Calabrio WFM via Business Systems

Home Group, one of the UK’s largest housing associations, needed a new workforce management solution after its legacy contact centre tool reached end of life as the team grew to 150 seats. To support better forecasting, scheduling, and reporting, the organisation worked with Calabrio and Business Systems to replace a manual, outdated process with a scalable cloud-based platform.

Calabrio implemented Calabrio ONE Workforce Management (WFM), giving Home Group real-time visibility, stronger analytics, and faster scheduling. The results included a 20% increase in scheduling efficiencies, 12% more calls answered, more than £16,000 in monthly savings, 40 admin hours saved per week, and ROI achieved in just six months instead of the planned two years.

Home Group

Gavin Rogerson

Resource Planning Manager