Case Study: Leading Telecommunications Company achieves improved employee satisfaction and reduced absenteeism with Verint Systems TimeFlex Bot

Verint TimeFlex Bot Provides an Unprecedented Level of Schedule Flexibility for Telco Company’s Employees

A leading telecommunications company with more than 30,000 employees faced a major workforce challenge after onshoring its contact center operations and shifting to remote and hybrid work models. With thousands of agents spread across multiple locations, the company saw higher-than-average attrition and absenteeism, with attrition around 40% and unplanned absenteeism close to 20%, prompting it to look for greater flexibility in scheduling.

Verint Systems implemented the Verint TimeFlex Bot, delivering unlimited schedule changes for employees. The solution improved employee satisfaction, enhanced operational efficiency, and reduced costs, while also reducing planned and unplanned absenteeism and increasing schedule efficiency for the leading telecommunications company.