Engage Employees with Digital WFM
Case Study: Angi
Angi Boosts Efficiency with Playvox
Angi boosts efficiency and saves over $1M per year with automated forecasting, scheduling, and real-time visibility.View story
CUSTOMER PROFILE
ABOUT
Angi, (NASDAQ: ANGI) is your home for everything home—a comprehensive solution for all your home needs. With over 25 years of experience and a network of over 200,000 pros, we have helped more than 150 million people with their home needs. With over 800 agents in different locations across the globe, Angi struggled to gain insight into agent productivity. Angi relies on Business Process Outsourcing Company (BPO) to maintain staff to support the Angi customers. There was no accountability for the BPOs to ensure costs were maintained, and operations were running efficiently. This left Angi with soaring staffing costs, varying customer experiences, and high costs per completed job.
INDUSTRY
Technology
LOCATION
US
ESTIMATED AGENT COUNT
800+ agents
WEBSITE
CHALLENGES
- No insight into agent productivity
- Little accountability for BPOs to maintain costs, and run operations efficiently
- Issues with low productivity, which resulted in long handle times, and missed SLAs
SOLUTION
Playvox Workforce Management, leveraging automated forecasting, scheduling, and real-time visibility.RESULTS
- Percent of agents working minimum of 5 tickets per hour grew from 20% to 60%
- Automated demand forecasting saved Angi 30% in costs, per full-time employee
