HomeInformation TechnologyEurope’s Leading Customer Service Outsourcer Uses Calabrio ONE to Schedule & Empower...

Europe’s Leading Customer Service Outsourcer Uses Calabrio ONE to Schedule & Empower 2,500 Agents


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Ascensos is Europe’s leading customer service outsourcing partner and the only one specialising in consumer retail. The company’s client base includes high-profile brands such as KFC (UK & Ireland), Monsoon Accessorise and Wickes who expect exceptional levels of service for their customers at all times.

In just 10 years, the business has grown exponentially as have consumer expectations for multichannel service and a dramatic shift to home and hybrid-working.

Ascensos operates contact centres at 3 locations in the UK, 1 in Romania, 2 in Turkey, and 1 in South Africa. The majority of staff (65%) work from home while the remaining staff members are office-based.

Ascensos required a highly flexible and scalable solution to accommodate rapid business growth and rising customer demand. The top priority was to automate scheduling and forecasting for 2,500 agents handling on average 170,000 contacts every week. Today, the majority of contacts are voice (at 59%), followed by email (at 20%), live chat (at 10%), social media (at 10%), and WhatsApp (at 1%)

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