Cazoo uses Calabrio WFM to support the contact center

Cazoo uses Calabrio Workforce Management to support fast-growing contact center businesses – Automated cloud WFM solution supports hundreds of agents handling tens of thousands of voice and live chat conversations while Cazoo Contact Center double in size

Calabrio, the customer experience intelligence company, today announced that Cazoo, the UK online automotive retailer, is using its Workforce Management (WFM) solution to automate contact center workforce planning in the midst of business expansion. Cazoo’s frontline workforce has more than doubled since implementing WFM software. Calabrio WFM currently supports agents who handle thousands of voice and WhatsApp conversations each month, as well as other types of multi-channel interactions including email, text and social media.

The new Calabrio solution, which includes seamless integration with Amazon Connect, Amazon Web Services’ cloud-based contact center as a service (CCaaS), was rolled out in 2020. Following the new configuration, Cazoo has achieved a series of important benefits. Highlights include tangible time savings, more accurate overtime forecasting, the ability to effectively adapt to fluctuating calling patterns, and improved management reporting.

Joanne Gilbert-Button, Resource Planning Specialist at Cazoo noted,

“We’ve accomplished so much over the past year and couldn’t have done it without Calabrio. To ultimately schedule hundreds of people with mixed shifts incorporating multiple skills and multiple channels; as well as managing their leave annuals and their overtime can’t bear to think about it without Calabrio WFM. In the future, we plan to unlock the full potential of the solution by integrating it with additional enterprise systems to monitor incoming and outgoing trends and resources accordingly.

Today, Cazoo has complete oversight of its busy contact center operations. Knowing who is available and when ensures high levels of flexibility and the “headroom” needed to accommodate the fluctuating calling patterns that are normal in a growing business. At a glance, resource planners can see which teams need overtime or where people can be reassigned to support other teams.

Olle Düring, Senior Vice President of Sales, International, at Calabrio noted,

“Our cloud-based solutions are ideal for dynamic, fast-growing businesses like Cazoo. They transform workforce planning and forecasting, while the high levels of visibility and accessibility offered are perfect for improving employee engagement. Our technology is also a powerful strategic tool, enabling organizations to truly understand the complexities of their contact center environment. For example, a better understanding of the workforce is vital intelligence that can be used to support an effective recruiting program while maintaining better cost control. Additionally, we always work closely with our customers, a collaborative approach that we believe is essential to the success of all technology implementations. »

To read the full Cazoo case study Click here

Cazoo’s mission is to transform the car buying and selling experience in the UK and Europe by providing better selection, value, transparency, convenience and peace of mind. The company’s goal is to make buying and selling a car no different than ordering any other product online, where consumers can buy, sell, finance or subscribe to a car fully online in a simple and transparent way for delivery or collection in as little as 72 hours.

Cazoo was founded in 2018 by serial entrepreneur Alex Chesterman OBE, is backed by some of the world’s leading tech investors and is publicly traded (NYSE: CZOO).

For more information about Cazoo, visit their Website

Calabrio is the customer experience intelligence company that enables organizations to enrich human interactions. The scalability of our cloud platform enables rapid deployment of remote work models and gives our customers precise control over operating costs and customer satisfaction levels. Our AI-powered analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

For more information about Calabrio, see their company profile