Case Study: Avios achieves flexible scheduling and improved agent satisfaction with NICE Systems' Workforce Management

IAG Loyalty (Avios) agents happier after move to Cloud

Avios, a global loyalty‑services provider that manages airline programmes for brands like British Airways and Iberia, supports over 35 million members and a UK contact centre of 250 agents handling 800,000+ contacts a year. When COVID forced a rapid shift to remote work, Avios found its 20‑year, largely manual use of workforce management (WFM) limited its ability to enable flexible scheduling, adopt cloud operations, and build automation and best practices for future growth.

Partnering with NICE to upgrade to NICE Workforce Management and engage NICE Value Realization Services, Avios redesigned its WFM, automated forecasting and introduced availability‑driven scheduling. The changes delivered big operational and people wins: 26% higher shift satisfaction, 21% better work–life balance, 50% greater appreciation for schedule flexibility, a 70% drop in call types requiring forecasting, 65% agent uptake of availability points, 7% absence shrinkage, and roughly 4+ hours saved per week on forecasting—while creating a scalable WFH model that has become a recruiting asset.

Avios

Terry Harrison

Resource & Planning Manager