Home Group has recently partnered with Business Systems to help transform its contact centre operations.
Taking advantage of the UK government’s Crown Commercial Framework, Home Group chose Business Systems to implement Calabrio’s ONE workforce management system on the basis of its forecasting, scheduling and analytics capabilities.
Following the implementation of the Calabrio software, the housing provider has already achieved a return on its investment within six months (against an original two-year target), increased the volume of its handling of customer contacts by 12 per cent and saved around £16,000 per month. Home Group has improved its scheduling efficiency by 20 per cent.
Gavin Rogerson, resource planning manager, Home Group, said, “I’ve been involved in four other implementations of this scale, and this project with Business Systems has been the most straightforward, seamless and assured – the whole process has been fantastic.
“Our goal has always been to provide the best end-user experience. The functionality we now have with Calabrio ONE, coupled with Business Systems’ support, has transformed our contact centre.”
