Case Study: Support Services Group achieves fast growth and 5% productivity gain with Calabrio WFM Cloud

Real-Time, Cloud WFM Enables Fast Growth at Support Services Group

Support Services Group is a Texas-based BPO that runs five contact centers across the US, Canada and Latin America, delivering multilingual customer service, technical support and sales for diverse clients. After doubling its agent count during rapid growth, the company faced complex multi-skill, multi-time-zone scheduling and needed a scalable workforce management approach to support future expansion.

Support Services Group deployed Calabrio WFM Cloud and a four-person virtual WFM team to schedule up to 320 agents across five locations, using real-time adherence, intraday management and a mobile MyTime module for agents. The solution simplified multi-skill scheduling and approvals, improved forecast accuracy and client billing, reduced overstaffing and idle time, and delivered a roughly 5% productivity gain while enabling faster scaling and better work–life balance.

Support Services Group

Kimberley MacKinnon

VP Workforce Management