Case Study: Paychex achieves $539,000 in annual productivity savings and improved contact center efficiency with Calabrio

Paychex Immediately Improves Contact Center Efficiencies Across the Board

Paychex, a provider of payroll, HR and benefits services to over 650,000 small- and medium-sized businesses, faced a critical contact-center challenge: teams operated in silos on three different systems, making it difficult to guarantee agent availability and support fast growth. Leadership decided to consolidate workforce management into a single, full-featured platform to restore consistent client service and gain organizational insights.

By deploying Calabrio ONE, Paychex optimized scheduling and intraday forecasting, enabled more agents to focus on client relationships, and introduced a voluntary time-off program to reduce overstaffing. The changes delivered immediate improvements — 20% better agent adherence, a 45% increase in intraday optimization, forecasts within 5% of actuals in the first 10 weeks — and more than $500,000 ($539,000) in annual productivity savings.

Paychex

Caryn Yurkstas

Senior Workforce Analyst