Calabrio and CSD Efficiently Connect Deaf Community to Outside World
Tuesday April 18, 2006
99.5% Accuracy Rate Takes Guesswork Out of Workforce Management
MONTREAL, April 18 /PRNewswire/ — Calabrio, Inc., a leading provider of contact center workforce management (WFM) solutions, today announced working with Communication Service for the Deaf, Inc. (CSD) to reengineer its complex and unique contact center operations. With Calabrio's technology in place, CSD can now solve costly challenges in many contact center locations to more effectively serve the deaf and hard-of-hearing community.
CSD is evolving the contact center industry with its innovative "video relay service" to communicate with deaf callers, given the growing popularity of broadband Internet which enables richer communications beyond the usual teletype. This unique service enables callers to more easily and quickly communicate through sign language interpreters, 24 hours a day, seven days a week. CSD is a non-profit organization dedicated to providing a broad continuum of social and human service programs, as well as telecommunications relay services.
But on top of the thousands of calls it receives every day in its video relay division alone, CSD's challenges include running dozens of other contact centers in a fast-paced environment. Because its call center agents are highly qualified and specialized, it needed to ensure it was making the best use of that scarce resource. More than simply certified interpreters with 5-10 years of experience, the agents also need to be knowledgeable about the myriad issues that a person could possibly call about. Like many contact centers, CSD usually erred on the side of overstaffing to ensure service levels would be met, but this was an expensive strategy given its labor costs.
Benjamin Soukup, chief executive officer for CSD, explained, "We needed a much more accurate workforce management system than our homegrown method of pulling data from switch reports and crunching numbers on a calculator. As a non-profit organization, we always look for affordability as well as effectiveness in our solutions. After evaluating several systems, including the largest WFM vendors, we chose Calabrio as the one with the best price, features, services and support to meet our needs."
With Calabrio's ability to help its customer achieve an unprecedented accuracy of 99.5% and greater, CSD could now take the guesswork out of forecasting and scheduling. This precision reduced CSD's need for overstaffing, thereby generating immediate savings. By deploying its agents more intelligently and efficiently, CSD could ensure that community interpreting services would not be compromised from the increased demand for video relay interpreting.
"We are proud to work with CSD in helping them open up the world to the deaf and hard-of-hearing community," said Rene LeBel, chief executive officer and founder of Calabrio. "CSD is reinventing their industry — providing functionally-equivalent telephone access for all deaf and hard-of-hearing Americans. With Calabrio, CSD is making the most out of its precious resources, to the benefit of the people it serves."
CSD (a.k.a. Communication Service for the Deaf, Inc.) was established in 1975, primarily to provide sign language interpreting services to deaf and hard of hearing adults in South Dakota. Today, CSD employs over 3,000 individuals in offices across the nation, providing a broad continuum of social and human service programs, as well as telecommunications relay services. CSD is a private nonprofit agency dedicated to providing quality services; ensuring public accessibility; and increasing awareness of issues affecting the deaf, hard of hearing and individuals with speech disabilities. For more information, please visit www.c-s-d.org.
About Calabrio, Inc.
Calabrio's workforce management solutions are used by companies worldwide, such as Blue Cross, Direct TV, MasterCard, MBNA, Sears and hundreds more. From our start in 1995 — and now with offices in Canada, United States and Europe — Calabrio is one of the very first to give multi-site and multi-channel management capabilities to today's evolving contact centers. Unlike competitors, Calabrio offers an unmatched forecasting and scheduling accuracy of up to 99.5% as well as a full range of additional capabilities at no extra charge, such as skills- and performance-based scheduling, KPIs, payroll integration, and much more. As a result, our customers can dramatically improve productivity, employee satisfaction and efficiency, which in turn drive customer service and profitability. For more information, please visit www.calabrio.com.