Direct Travel has selected Sabio consultants to work on a major new Workforce Optimisation strategy for its new call centre.

Sabio will work with Direct Travel to implement the flexible Open Wave Workforce Management (WFM) solution to manage its 120 call centre agents handling nearly one million travel insurance policies per year.

Ashley Clayton, head of Sabio's Workforce Optimisation practice said: "Contact Centres in the travel industry have sporadic workforce requirements. This makes Workforce Management – as a solution and as a business strategy – essential. With Open Wave and through working with our Workforce Optimisation consultants, Direct Travel will now be able to plan resource requirements accurately by considering seasonal trends when forecasting."

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