Case Study: Rentalcars.com achieves 24-hour multilingual service and streamlined workforce management with Calabrio

Rentalcars.com uses Calabrio Teleopti WFM technology to support a diverse contact center workforce of 80 nationalities and 40 languages

Rentalcars.com, the world’s largest online car rental service (over 7.5 million rentals a year across 49,000 locations in 169 countries and a website in 40 languages), needed a more flexible workforce solution. Growth from around 130 to 800 advisors supporting a 24/7 multilingual contact centre, plus seasonal peaks and a mix of full‑ and part‑time staff, made manual spreadsheet scheduling slow and fragile—taking up to four days to build rosters and struggling to handle language groups and rapid absence changes.

Calabrio WFM, including the MyTime agent portal, provided a scalable, automated scheduling platform with real‑time visibility for managers and self‑service tools for agents. The company now produces effective, flexible schedules for 800+ advisors from one integrated system, manages seasonal spikes more easily, has slashed scheduling effort and absence turnaround (from days to hours for short‑notice requests), and increased employee empowerment and retention through advance access to shifts.

Rentalcars.com

Mark Simon

Head of Resource Planning