Case Study: Dojo achieves greater efficiency and £60,000 annual savings with Calabrio

Leading UK payment provider, DOJO modernises its contact centre and workforce management solutions using Calabrio via Route101

Dojo, a leading UK payment provider, needed to modernise its contact centre and workforce management systems as its legacy platform was nearing end-of-life and its manual WFM processes were slowing growth. The company also wanted a solution that could integrate smoothly with its existing service-centre applications, and it turned to Calabrio via Route101, using Calabrio Workforce Management to support more than 250 agents.

Calabrio implemented a modern, integrated workforce management solution for Dojo, improving forecasting, scheduling, dialler efficiency, and overall workflow automation with analytics and AI-powered insights. The results were significant: Dojo reported a 25% increase in efficiency, £60,000 in annual savings, a 9% boost in the Forecasting & Planning team’s capacity, a 20% reduction in attrition, and faster customer service with average response times cut to 10 seconds and a 99% answer rate.

Dojo