Case Study: Telia achieves stellar customer experience and shorter wait times with Calabrio WFM

Telia Collaborates With Calabrio to Transform the Customer Experience

Telia Company AB, the leading telecom and mobile network operator in the Nordics and Baltics, set out to make star-quality service the core of its omnichannel customer experience. With about 4,000 agents handling some nine million queries a year across phone, email, chat and in-store, Telia needed a modern, easy-to-use workforce management (WFM) solution to coordinate multi-skilled teams, reduce wait times and consistently exceed customer expectations.

Telia selected Calabrio WFM for its user-focused design and seamless integration with Telia’s ACE Premium Cloud; the system was live within five months. The solution delivered real-time intraday management, better forecasts and optimized schedules, driving high agent adherence and automated self-service for shift and leave requests. Extending WFM to retail reduced customer waiting times by 14%, boosted sales and staff satisfaction — resulting in smoother operations and markedly improved customer experiences.

Telia

Daniel Tikka Zandhers

Head of Workforce Operations