Case Study: National Express achieves 5.5 hours/week scheduling savings and forecasting flexibility with Calabrio WFM

National Express Saves Over Five Hours Per Week on Scheduling

National Express, a leading passenger-transport provider in the U.K. and internationally, operates a 24/7 contact centre with more than 160 agents handling roughly 2,000 calls daily. Complex shift patterns, required rest breaks, rising multichannel enquiries and a legacy WFO system left managers unable to forecast effectively and forced frequent manual intervention to cover peak morning demand and unexpected spikes.

By adopting Calabrio WFM (cloud) and a mobile staff portal, National Express automated forecasting and scheduling, enabled ad-hoc work‑from‑home cover and let agents view and swap shifts on their phones. Managers can now forecast up to six weeks ahead, make schedule tweaks in minutes rather than hours, save over five hours per week on scheduling, and improve service continuity, cost efficiency and compliance.

National Express

Golam Rabbani

Performance Manager