Home Group, a prominent UK provider of quality housing and integrated services in health and social care, has teamed up with Business Systems Ltd, a specialist in digital communication solutions, to revamp its contact centre operations.
After an in-depth assessment, Home Group chose Business Systems Ltd through the Crown Commercial Framework to deploy the cloud-based Calabrio ONE Workforce Management (WFM) solution.
This solution was recommended for its strong forecasting, scheduling, and analytics capabilities, which are vital for optimizing resource allocation and improving operational performance.
Since adopting the new system, the collaboration with Business Systems has produced remarkable results, achieving a return on investment within six months—well ahead of the projected two-year target.
Home Group has significantly enhanced its resource planning and realised substantial financial and operational gains, including monthly savings of £16,000.
Additionally, there has been a 12% increase in the number of calls answered and digital channel responses within the target Service Level Agreement, a 20% improvement in scheduling efficiencies, and a reduction of 40 administrative hours per week.
Gavin Rogerson, resource planning manager at Home Group, praised the transition, “We feel that we have been fully supported by the team at Business Systems. The whole process has been absolutely fantastic, from a knowledge transfer and upskilling perspective. I’ve been involved in around four implementations of this scale, and this was by far the most straightforward, seamless and assured I’ve been involved with; it’s delivered on all original objectives.”
Looking ahead, Business Systems will support Home Group in leveraging its WFM experience to drive transformation across other business areas. By embracing tools like Data Explorer and Power BI, Home Group aims to further enhance operational efficiency and customer satisfaction across all departments.
Rogerson added, ““Our goal has always been to provide the best end-user experience. The functionality we now have with Calabrio ONE, coupled with the support from Business Systems, has transformed our contact centre. We look forward to applying these learnings to other areas of our business.”
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