Calabrio WFM Reviews and Ratings

Rating: 8.6 out of 10

Score

8.6 out of 10

Community insights

TrustRadius Insights for Calabrio WFM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Calabrio Teleopti WFM is a valuable tool for call center operations, widely used by users to track employee performance and ensure prompt customer service. The software enables scheduling of call center agents, including breaks and lunches, while managing PTO and shift bids. Real-time monitoring, forecasting, and long-range planning are simplified with Calabrio Teleopti WFM. Integrating with ZOOM automated call center enhances productivity and growth. Users appreciate the user-friendly interface and organized record of labor aspects offered by the software for robust work time planning. It aids in managing employee schedules, monitoring headcount, generating reports, and coordinating meetings. Accurate forecasting of required customer service agents improves response times. Calabrio Teleopti WFM ensures compliance for quality assurance by coordinating agent schedules and monitoring breaks. With its ability to approve time-off requests and monitor team schedules, it facilitates proper staffing based on customer needs.

Reviews

10 Reviews

Great tool to schedule shifts and track adherence

Rating: 10 out of 10

Incentivized

May 9, 2024

Use Cases and Deployment Scope

Calabrio Teleopti WFM is used as a solution to plan costumer service advisors and costumer service team leaders schedules, their breaks, trainings, coachings and different skills in which they work in each day. It is also used to track vacation, special leaves, sickness, compensation days and schedule preferences. We also use it to filter teams and different costumer services departments.

Pros

Planning costumer service advisors schedule
Planing costumer service advisor skills during a shift
tracking vacation, sickness, compensation days and special leaves

Cons

see dayly skills from the same advisor in one page for a full week/month
to be able to log in directly, not put 2 times login data/company data

Likelihood to Recommend

Calabrio Teleopti WFM is a great tool to plan costumer services advisors shifts, different skills, training, coaching, breaks during the same shift, schedule preferences, vacation, special leaves and sickness. It is also convinient to track if advisor is live on the skill/status he is planed or not, so that fast action can be taken about it.

Verified User

Team Lead in Customer Service (5001-10,000 employees)

Vetted Review

3 years of experience

Teleopti has proven to be the most effective method for organizing our staff's schedules.

Rating: 10 out of 10

Incentivized

March 24, 2022

Use Cases and Deployment Scope

We use Calabrio Teleopti WFM in our organization to ensure that our customer service team is well managed at all times. We can use this application to track the performance of our employees, which has proven to be very useful and beneficial to the team. I can assure you that our customers appreciate the prompt service we provide as a result of this application, which enables us to adjust our work shifts based on the needs of the day while still covering time slots. So far, we believe our software is of high quality.

Pros

Calabrio Teleopti WFM is incredibly easy to use.
It allows us to manage work schedules effectively while covering all of the Candelario's spaces.

Cons

The ability to view and compare timetables from different perspectives.
When we first started using the application, the features were not easily accessible through a direct menu to direct us; however, as time passes and we use the application more frequently, we gain experience.

Likelihood to Recommend

Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.

Noah Miller

Healthcare Technology Leader at Johnson & Johnson in Information Technology at Johnson & Johnson (10,001+ employees)

Vetted Review

2 years of experience

View profile

Great for security related requirements when it comes to schedules.

Rating: 10 out of 10

Incentivized

March 16, 2022

Use Cases and Deployment Scope

We use Calabrio Teleopti WFM in our company for employee schedules, monitor headcount, and generate several reports. I personally use it to review unapproved absences of our employees daily. These unapproved absences are logged in by Team Managers. Calabrio Teleopti WFM is a great tool with a nice user interface.

Pros

User Interface.
Reports
SSO

Cons

PDF preview of a report cannot be scrolled down.
Sometimes when picking a site it downloads the link as a document.
N/A

Likelihood to Recommend

We have a requirement in our company set by our client that we must review unapproved absences of our employees, and Calabrio Teleopti WFM has been extremely helpful in fulfilling this requirement. It's also possible to generate detailed reports with specific variables. SSO integration was also extremely useful and a nice touch.

Verified User

Employee in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

A platform capable of managing work time according to the workers' shifts.

Rating: 10 out of 10

Incentivized

February 26, 2022

Use Cases and Deployment Scope

This product allows you to have an organized record of many labor aspects of the entire work team, it is possible to have robust planning of each person's work time, controlling the time of each meeting is also a very simple task with Calabrio Teleopti WFM. In addition, the integration with the ZOOM automated call center undoubtedly helps to increase growth. Calabrio Teleopti WFM also helps the customer service team to know in detail what the needs are according to the projects to be achieved during the day or also to make monthly projections, we know how to use this tool, it is a very simple tool to use and it does not represent any difficulty some. The scope of Calabrio Teleopti WFM is amazing, simply andresito department to improve work time.

Pros

Integration with ZOOM.
Better management of work time and scheduled meetings.

Cons

Our customer service improved dramatically after the implementation of Calabrio Teleopti WFM.
All non-intuitive features, but I think they can improve the customization aspect a bit more.

Likelihood to Recommend

Calabrio Teleopti WFM must be implemented urgently if there is an organizational problem, time is a primary factor if you want to achieve business success, scheduling meetings and knowing in detail what is the availability of all workers is a job that this product can do without any problem. the operational problem, this product evaluates with supplied data what is the availability of each worker, organizes everything effectively, customer service is also optimal because you can manage the staff and request the comparison of new workers according to the requirements of the entire equipment.

Kristin Butcher Wester

Human Resources Specialist in Human Resources at MedTourEasy (501-1000 employees)

Vetted Review

3 years of experience

View profile

It's good and it works but can be improved

Rating: 7 out of 10

Incentivized

February 24, 2022

Use Cases and Deployment Scope

We use Calabrio Teleopti WFM for our shiftplanning also we do use it for meetings, sick leave and all things which has to do with time. So our daily look goes into Calabrio Teleopti WFM to check what's the shift and plan is for the day. It helps and improves for thousands of people to get together for meetings and knows what shifts they've got.

Pros

Overview for days, weeks, months
Displaying shifts easy to understand
Gives features like shift swapping

Cons

UI defintily. It doesn't look good at all and feels not like we are in the year of 2022
The app is gruesome. You have to login every time which is so annoying.

Likelihood to Recommend

It works good if you are a big group with different skills which are also changing. Also for setting up meetings and swap shifts and displaying sick days.

Verified User

Employee in Customer Service (5001-10,000 employees)

Vetted Review

1 year of experience

Calabrio a nice WFM tool

Rating: 9 out of 10

Incentivized

February 24, 2022

Use Cases and Deployment Scope

Calabrio Teleopti WFM helps us better forecast the number of customer service agents we will need based off of projected volume and other variables. The number of agents allows us to better serve the customers with better response times and it also allows the company to better forecast the financial obligations of the customer service area of the business.

Pros

The user interface
The reporting output
We are able to do scenarios for different variables

Cons

some of the calculations are done in a "black box"

Likelihood to Recommend

It has helped the company know what the expected customer service headcount requirements are and helped up to build a training schedule. This gives us a better picture of what our costs will be for the planned year. It has helped us to better serve our customers by knowing when to staff up for the higher volumes and how different KPI metrics change the scenarios.

Verified User

Manager in Finance and Accounting (1001-5000 employees)

Vetted Review

3 years of experience

Easy to use and incredibly organized

Rating: 8 out of 10

Incentivized

February 23, 2022

Use Cases and Deployment Scope

I use Calabrio Teleopti WFM to monitor my team's schedules, submit them, approve time off, and manage our channel staffing needs. It is an imperative tool to make sure our global support team operations run smoothly and we are properly staffed at any given point based on our customer needs.

Pros

Scheduling.
Time off requests.
Channel staffing.

Cons

User friendliness.
Support documentation.

Likelihood to Recommend

Calabrio Teleopti WFM is a great tool for medium to large companies looking to streamline their staffing operations and ensure employee schedules are easily managed and meet the needs of your customer base. Here, you can easily change schedules based on employee absences and request and manage time off. It is an imperative tool for team leaders like myself.

Verified User

Team Lead in Customer Service (1001-5000 employees)

Vetted Review

2 years of experience

Teleopti WFM - Good Value for Workforce Management

Rating: 8 out of 10

Incentivized

June 6, 2019

Use Cases and Deployment Scope

Our team uses Teleopti WFM to manage our call center workforce, coordinate agent scheduling, and account for agent activities while clocked in. It allows management to remain apprised of our team member's schedules and breaks, and keep an eye on agent compliance for quality assurance purposes.

Pros

Schedule management is intuitive and easy to follow
The ability for agents to request and swap shifts works well
Agent tools for viewing schedules and requests is user friendly

Cons

Compliance monitoring through our Zeacom phone system has been a difficulty. For the years we've had it, we've still had challenges in getting that functionality to work as intended.
User interface is somewhat intuitive, but could use an update for more intuitive placement and features.
The companion app has some updates issues that could use addressing.

Likelihood to Recommend

Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.

Verified User

Manager in Customer Service (5001-10,000 employees)

Vetted Review

3 years of experience

Teleopti: The Best Overall Product, with some caveats

Rating: 7 out of 10

Incentivized

February 15, 2019

Use Cases and Deployment Scope

We use Teleopti WFM to schedule our call center agents, creating all their scheduling items like breaks/lunches/etc. We also use it for PTO management and to schedule shift bids, keep agents in adherence, monitor real-time statuses, forecasting, and long-range planning. We have agents using it here in the office as well as off-site. We have a team of about 15 WFM coordinators using it to manage the system.

Pros

Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
The installation and onboarding process was pretty smooth considering other launches we've had.

Cons

System uptime. We use their cloud solution and unfortunately there's been a number of outages.
PTO management, could use more features like waitlisting, time off canceling and offline management

Likelihood to Recommend

It is perfect for a call center where your main needs are forecasting, real-time management and alignment of different workqueues into a seamless whole. I would not recommend it for call centers with many different shifts or schedules as the PTO management suite is lacking in features for keeping all of that straight.

Clinton Verley

Senior Analyst, Operations in Information Technology at Aurora Health Care (10,001+ employees)

Vetted Review

5 years of experience

View profile

Teleopti has simplified our scheduling!

Rating: 9 out of 10

Incentivized

May 23, 2018

Use Cases and Deployment Scope

Teleopti WFM is used by the entire customer support team at HubSpot and likely several other departments as well. It typically is used to manage scheduling concerns and adjust staffing according to business levels. It helps us forecast how busy it is likely to be and how many people it takes to address that as a business. It lifts a huge burden from the team and helped organize the entire department.

Pros

Teleopti provides the ability to schedule meetings at the most optimal time with very little work from the end user. It prevents huge scheduling conflicts that may typically occur in other scheduling softwares.
Allows for flexible staffing that works with employee preferences and business needs. This is a system that remains fair and managable and that in itself is a rare feature.
The tool is color coded, very customizable, and most importantly easy to read and manipulate with drag and drop features.

Cons

Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.

Likelihood to Recommend

Teleopti is great if you have a team of people that you are managing or trying to coordinate schedules between. It is great for organizations large and small.

Maybe not so suited for personal calendar use.

Kayla Gillespie

Senior Support Specialist in Customer Service at HubSpot (1001-5000 employees)

Vetted Review

1 year of experience

View profile

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A platform capable of managing work time according to the workers' shifts.

Rating: 10 out of 10

Incentivized

February 26, 2022

Use Cases and Deployment Scope

Pros

Integration with ZOOM.
Better management of work time and scheduled meetings.

Cons

Our customer service improved dramatically after the implementation of Calabrio Teleopti WFM.
All non-intuitive features, but I think they can improve the customization aspect a bit more.

Likelihood to Recommend

Kristin Butcher Wester

Human Resources Specialist in Human Resources at MedTourEasy (501-1000 employees)

Vetted Review

3 years of experience

View profile