Case Study: Webhelp achieves rapid COVID-19 contact center launch and large-scale patient onboarding with Calabrio WFM

Webhelp Deploys Brand New Contact Centre Amid COVID-19 Pandemic

Webhelp partnered with Paris University Hospitals to stand up a brand‑new contact center to support a COVID‑19 symptom‑monitoring app. The rapid rollout required recruiting and training hundreds of volunteers in weeks, creating schedules that respected availability and preferences, and getting real‑time workforce data to plan and adapt in a fast‑changing pandemic environment.

Webhelp implemented Calabrio Workforce Management and the MyTime mobile app to automate scheduling, intraday management and forecasting, enable remote training and give volunteers self‑service control over shifts. The solution deployed quickly, supported onboarding more than 180,000 patients and 3,500 doctors/volunteers, improved capacity planning and left 94% of patients feeling reassured by the program.

Webhelp

Yann Noblot

Chief Technology Officer