Case Study: Virgin Mobile achieves faster call handling and a 22% reduction in agent attrition with Verint Systems' Impact 360 Workforce Management

Virgin Mobile - Customer Case Study

Virgin Mobile, a joint venture between Virgin Group and T‑Mobile, grew rapidly after its 1999 launch and quickly scaled its Trowbridge contact centre from a few hundred to over 650 customer service advisors handling about 145,000 calls per week. The 24/7 operation needed better long‑term forecasting, shift planning and real‑time performance management to meet targets such as answering 80% of calls within 30 seconds and to manage huge seasonal peaks like Christmas.

By using Verint’s Impact 360 Workforce Management (formerly Director Enterprise) to model business rules, simulate “what if” scenarios and optimize shift patterns, Virgin Mobile achieved more accurate forecasts, improved use of advisor time and reduced call‑handling times. The solution simplified scheduling and reporting—turning administrators into analysts, aiding recruitment for outsourced operations—and helped cut CSA attrition by 22 percentage points while improving overall customer service.

Virgin Mobile

John Elliott

Head Of Customer Operations