Case Study: Virteva achieves consistent, higher-quality customer interactions with Calabrio ONE

Virteva Gains Deep Business Insights with Calabrio ONE

Virteva, an IT consulting and managed services provider, needed an easy-to-use way to evaluate agent performance and drive consistency across a complex, 24x7 contact center that was expanding into overseas operations. With multiple customer queues, rotating supervisor shifts and no consistent evaluation criteria, the company lacked visibility into schedule adherence, service levels and overall performance.

Virteva implemented Calabrio ONE (Quality Management, Workforce Management and Analytics) to record and evaluate calls, streamline scheduling and analyze contact trends. The integrated solution gave supervisors real-time visibility into volume, adherence and productivity, standardized feedback with customizable evaluation forms, improved agent skills through better coaching, and uncovered opportunities that helped the company manage operations more effectively and support new business.

Virteva

Jamey Anderson

Executive Vice President of Operations