Case Study: Serco achieves greater schedule flexibility and lower attrition with Verint Systems’ TimeFlex Bot

Serco Improves Agent Schedule Flexibility and Reduces Attrition with Verint TimeFlex Bot

Serco, a multinational company with contact center operations, wanted to improve agent schedule flexibility and reduce attrition while balancing employee needs with client service demands. Using Verint Systems’ Verint TimeFlex Bot, Serco aimed to move away from a command-and-control scheduling model and give agents more visibility and control over their work schedules.

Verint Systems implemented Verint TimeFlex Bot to enable flexible scheduling, improve staffing awareness, and support better workforce management. The results included a significant drop in attrition, up to 4% reduction in scheduling inefficiency, and a 30% decrease in workforce planner workload. Serco also saw stronger retention among solution users, lower labor costs, and improved service continuity.

Serco

Skye Jacometti

Workforce Management Governance Committee Chairperson