Case Study: Patagonia achieves flexible, data-driven remote agent scheduling with Calabrio

Patagonia Uses Calabrio to Support the Scheduling Needs of Their Remote Agents

Patagonia, the outdoor apparel retailer with about 2,300 employees and global operations, rapidly shifted from almost no remote work to 100% work-from-home during the COVID-19 pandemic, moving roughly 200 agents to WFH. This created scheduling challenges as agents balanced childcare and other duties, so leaders needed a way to test flexible schedules without disrupting customer service or increasing payroll risk.

Using Calabrio ONE, Patagonia gained granular forecasting and the ability to model countless scheduling scenarios before rollout. The team implemented measures such as a temporary three-day well-staffed week, staggered shifts, added afternoon coverage, and compressed workweeks based on modeled impacts, enabling quick adaptation, maintained service levels, controlled payroll, and greater agent flexibility while giving managers structure and predictability.

Patagonia

Trent Hays

Customer Experience Scheduling Supervisor