How This Call Center Manager No Longer Spreaded Work Across Different Apps

Jerry Corkery—manager of the call center for an Internet Service Provider—has a lot of responsibilities to take at work—managing employees, handling customers' complaints, and taking care of other admin work. Worst of all, he used spreadsheets, chat apps, and emails to work with his employees. Time was wasted, and everyone was distracted. Jerry knew it wasn't the best workflow, so he gave Camelo a try. And he was hooked.

A tough place to work for

Jerry is a manager of a call center giving customer support for an ISP (Internet Service Provider) in Delaware. It's one of the toughest and stressful places to work for. Each call center employee has to deal with hundreds of calls every day.

"As customers' demands and expectations have become higher, it's getting harder to satisfy everyone. Both my employees and I have to be prepared for the worst-case scenario—customers cursing, publicizing minor mistakes, demanding unreasonable things."

Employees come in and out all the time because they can't stand the pressure. The employee turnover rate is almost always high. Recruitment and retention have always given Jerry headaches and taken hours of his day.

A lot of responsibilities to take

The call center needs at least 6 employees to accommodate customers' needs each day. It has about 10 members in total, working flexible shifts, making it even harder for Jerry to manage. He has to deal with difficult customers, help his staff, as well as managing other admin work.

The distracting, time-consuming back-and-forth combination

Jerry arranges a flexible schedule in which his staff could have some time off every few days. He believes it's a way for his employees to recover and unplug from work.

At first, they were a small team of 3 people, so he created work schedule in an online spreadsheet. The link was shared to all of the team members, so they could access it anywhere and anytime they wanted.

They mostly communicated through emails and WhatsApp. Emails were for important documents such as time-off requests and company announcements. People had to wait longer for a reply, and took longer to write proper emails. WhatsApp was for quick messages, quick check-ins, and memes. The problem was that messages often drifted and some employees missed important information.

The worst thing combined was they all had to jump back and forth between different apps to get the job done. Because new staff came in all the time, Jerry spent a huge amount of time trying to explain the workflow and tools.

A better solution for everyone

Jerry decided to give Camelo a try. He first used the free Basic plan which includes basic features needed for scheduling and tracking employees. "It was quite surprising because I didn't know a free option could be that good."

As Jerry wanted more advanced features such as planning schedules weeks in advance and gaining unlimited access to historical timesheets, he decided to upgrade to the Pro plan. There he discovered he could have more storage space and prioritized support, making the whole scheduling and admin process easier.

"I can just drop my staff a message on the app whenever I want. All of them have a smartphone, so they can receive notifications immediately. Thanks to better and predictable scheduling, my staff know what they're dealing with, and be well-prepared for their shifts."

Jerry Corkery (Manager)

Because work has become more overwhelming for Jerry, he's hired an assistant manager who helps him with scheduling and assigning tasks. Jerry shares, "I grant him admin permission on the app, so only he can make changes to the schedule. A lot has been taken off my shoulders."

Jerry now has more time to care about his employees' needs and concerns instead of constantly hiring, training, or signing resignation forms of employees.

"To be honest, with all the time and effort saved, I've gained more than I paid for the software."

Jerry Corkery (Manager)

Try Camelo now and see the difference yourself.

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