Case Study: Addison Lee achieves 70% agent occupancy and £1M savings with Verint Systems' Impact 360 Workforce Management

Addison Lee - Customer Case Study

Addison Lee, London’s leading premium minicab firm, operates roughly 20,000 jobs a day and handles over 100,000 calls a week with around 300 contact-centre agents (including 85 home workers). The company relied on manual, spreadsheet-driven forecasting and scheduling, which produced low agent occupancy (about 40%), overlapping shifts, excess overtime and heavy resource-management overhead.

Following a three-month trial, Addison Lee implemented Impact 360 Workforce Management (delivered by Verint and Sabio) to provide forecasting, scheduling, adherence tracking and agent self-service. The result: occupancy rose to 70%, an initial 30% reduction in contact-centre staffing and around £1 million saved, holiday-management time fell from ~19 hours/week to about 10 minutes, scheduling duties were reduced from three staff to one, and agents benefited from higher bonuses and improved flexibility as the centre scaled.

Addison Lee

Chris de Souza

Call Centre Manager