Case Study: OTTO boosts employee engagement and streamlines scheduling for 1,600 agents with Calabrio WFM

Successful WFM implementation supports employee engagement at OTTO Service Centers

OTTO, Germany’s largest online furniture retailer, operates 15 relation centers around the clock supporting 1,600 agents and more than 2 million shifts. To stay competitive the company launched an organization-wide change program to shift mindsets and working practices, while addressing inconsistent, often manual scheduling and the need for fairness and employee engagement across diverse contact centers.

OTTO implemented Calabrio WFM—keeping local planners involved rather than centralizing immediately—and rolled out the Calabrio MyTime mobile module so agents can view real-time schedules and trade shifts. The solution automated forecasting and holiday planning, increased transparency and participation, sped up millions of shift forecasts, and delivered time savings that have already offset project costs, with plans to centralize more planning over time.

OTTO

Stefan Schäff

OTTO