Case Study: Nationwide Modernises Their WFM with Calabrio

Founded in 1884, Nationwide is the UK’s largest Building Society and a major provider of mortgages, savings and current accounts. With a workforce of over 18,000 people, it operates around 600 branches throughout the UK and serves over 17 million customers.

Challenge

As part of a change initiative, Nationwide sought to upgrade its workforce management (WFM) capabilities, replacing a legacy tool with a more flexible and efficient technology solution.

This was a key component of its wider efforts to modernise its technology stack and improve operational capabilities across the business.

To address these needs, Nationwide wanted to implement an advanced WFM solution to manage its complex scheduling requirements across multiple channels and departments.

The new solution also needed to seamlessly integrate with technologies such as Amazon Connect for telephony and QStory intra-day automation, while delivering a seamless user experience.

In addition, it was crucial that the new WFM tool be implemented without causing operational disruption to existing systems.

Solution

Following a detailed procurement process, Nationwide selected Calabrio WFM, a solution used by major global organisations to improve scheduling, accelerate workflows, build effective staffing models, and improve workforce engagement.

Implemented during the COVID-19 pandemic, Nationwide employs Calabrio WFM across its telephony teams for resource planning, and forecasting.

In line with remote working requirements in place at the time, initial setup and staff onboarding were carried out remotely, which delivered an additional benefit with the creation of a learning library of recorded content that team members could revisit as needed.

Integrating Calabrio WFM was critical for Nationwide as it allows call volumes to flow directly into the system, enabling both historical and real-time data to be used for forecasting and scheduling.

This information is key to creating dynamic forecasts that can be adjusted as required, ensuring optimal staffing levels. “Having Calabrio seamlessly integrated with systems, such as Amazon Connect and QStory, was crucial,” said Lisa Strudwick, Workforce Performance & Productivity Manager at Nationwide.

“Not only does this ensure that our planning and forecasting processes are accurate but it plays an important role in maintaining high standards across all our operations.”

Calabrio WFM also provides a scheduling functionality that includes the ability to handle complex scheduling requirements across different departments, ensuring that the right number of agents with the right skills are always available to meet demand.

Benefits

Following the successful implementation of Calabrio WFM, Nationwide identified a range of benefits across its contact centre operation.

Thanks to more efficient scheduling, the availability of real-time data and ease of use, the Planning team saves a significant amount of time which can be reallocated to supporting customers and providing a great customer experience.

The advanced forecasting tools offered by Calabrio play a crucial role in enhancing operational efficiency.

The system’s user-friendly interface further improves the experience for planners and forecasters, simplifying tasks such as data changes, data export and schedule management, and improving efficiency. The ability to profile intraday also contributes to these efficiency gains vs the previous solution.

Calabrio’s ability to streamline and automate processes, such as JML (joiners, leavers, and movers) cases and flexible working tasks, reduces the amount of time that would have otherwise been spent manually completing each task. This time saved can be reinvested into other activities that enhance the customer experience.

Another benefit is the seamless integration of Calabrio with Amazon Connect and QStory ensuring smooth data flow, a capability vital for accurate planning, forecasting and real-time adherence monitoring.

This integration allows for better collaboration between teams and more responsive adjustments to real-time conditions, helping to maintain high service levels across Nationwide’s contact centres. This was all achieved without any operational disruption – in line with Nationwide’s requirements.

Nationwide also benefits from a strong relationship with Calabrio’s product teams. “It’s crucial for me as a customer to have a collaborative partnership, and I’ve really appreciated how open and willing the Calabrio product teams have been to listen and work with us,” said Lisa.

Nationwide is also considering the broader use of Calabrio WFM and using its capabilities to deliver additional benefits across the organisation.

This blog post has been re-published by kind permission of Calabrio – View the Original Article

For more information about Calabrio - visit the Calabrio Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Calabrio
Reviewed by: Rachael Trickey