N-Allo is Future-Proof with Workforce Management from Calabrio

Background

As a provider of customer contact services for various organizations, the Belgian company N-Allo deploys hundreds of customer advisors daily across five locations where three languages (Dutch, French, and German) are spoken. This multilingual environment makes planning especially complex. Delivering consistent, high-quality service via phone, chat, social media, and bots requires not only human dedication but also optimal planning of people and resources. This is crucial in the dynamic, ever-changing world of customer contact services.

“Reality always turns out differently than the plan,” says Dieter Dooms, Controlling & Workforce Manager at N-Allo.

N-Allo’s existing workforce management (WFM) tool proved too rigid for the increased complexity and changing dynamics of the work, prompting the company to transition to a flexible, future-proof platform.

Dooms, with his deep operational and financial expertise gained from rising through roles from customer advisor to workforce and controlling manager, was the ideal person to lead this project. His understanding of both the operational and financial dimensions ensured the right technological solution was selected.

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Challenge

N-Allo serves diverse clients—from banks and energy providers to logistics companies—offering a full package of customer contact services. This multichannel, multi-client environment demands a planning system that can swiftly switch and scale between channels, clients, and scenarios. At the same time, N-Allo aims to remain one step ahead of competitors.

“Our people are our capital. We must deploy them as efficiently and fairly as possible,” says Dooms.

Scalability is essential, with five locations and up to 1,500 employees during peak times. The BPO (business process outsourcing) market N-Allo operates in is marked by margin pressure and rapid changes. An agile WFM platform that integrates with communication systems (CCaaS) and grows flexibly with the organization wasn’t a luxury—it was a necessity.

After eight months of exploring providers, N-Allo chose Calabrio for its real-time data processing, user-friendliness for both planners and advisors, and flexibility without custom coding.

Solution

Calabrio WFM was implemented in phases over six months. Initially, essential features went live while the old and new systems ran in parallel. The second phase, currently underway, focuses on refining processes and adding new functionalities.

The rollout occurred alongside a transition to a new communication platform. Calabrio’s ability to interface with multiple platforms simultaneously was crucial, enabling the dual transition without service disruption. The project was handled internally with collaboration between WFM, IT, and BI teams, supported by a Calabrio consultant—no external consultants were needed.

Benefits

Even without a formal baseline measurement, the daily impact is clear:

Forecasting accuracy improved thanks to Calabrio’s analytics, enabling better alignment of capacity with customer demand.

Planning became more transparent and fair, reducing complaints about scheduling—traditionally a sensitive topic in this sector.

Employee satisfaction increased: staff have greater visibility and control over their schedules.

N-Allo is expanding self-service options, such as moving breaks or shifts independently, to support work-life balance.

The planning and traffic team (three planners and three traffic controllers) now works confidently with the new tool.

Lessons learned

Dooms advises others:

“Don’t start from existing processes. First sketch the ideal scenario. If you just digitize the old situation, you miss the chance to truly improve. We started from scratch—and I have no regrets.”

Next steps include scenario analysis based on forecast data, helping N-Allo respond faster to fluctuations in demand or staffing.

The partnership with Calabrio demonstrates that a modern WFM solution is more than just a scheduling tool—it’s a strategic asset that boosts customer satisfaction, employee engagement, and business profitability. In a rapidly evolving market, Calabrio offers the flexibility and functionality needed not just to keep up, but to lead.

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