Case study: 24/7 Call centre - Zavarovalnica Triglav

Uroš Ješe -

Zavarovalnica Triglav is the largest and most recognisable insurance company in Slovenia. A key part of its customer experience is the responsiveness and availability of its call center, which operates continuously—24 hours a day, every day of the year. Maintaining such operations while complying with legislation and internal rules, accommodating employees’ preferences, and ensuring a fair distribution of shifts presents an organizational challenge that Triglav has successfully addressed by implementing automated scheduling with the ShiftPlan solution.

Challenges Behind the Scenes

Triglav’s call center operates 24/7, which means that an adequate number of operators must be available at all times. At the same time, it is necessary to:

  • coordinate the working hours of several dozen employees,
  • comply with numerous constraints (rest periods, night work, consecutive shifts),
  • allow employees to submit their preferences and planned absences,
  • maintain a balanced workload across teams and individuals,
  • ensure that schedules are prepared on time and without errors.

Before implementing ShiftPlan solution, schedules were prepared manually, which was time-consuming and often resulted in issues such as unevenly distributed shifts, overlapping absences, and employee dissatisfaction caused by schedules being published too late.

Solution: Automated Scheduling with Artificial Intelligence

At Triglav, they decided to implement a solution that enables automated work scheduling. Each month, the system independently creates the schedule, taking into account both the actual staffing requirements for specific days and hours and all legal and internal constraints. Employee preferences are also incorporated into the schedule, while ensuring a fair and balanced distribution of workload across all team members.

Although the manager has the option to make additional adjustments to the schedule, this is rarely necessary, as the initial proposal already meets all key operational requirements of the call center within just a few minutes.

Results and Experience: More Time, Fewer Errors, and Better Schedules

Following the implementation of ShiftPlan, Triglav reported several key improvements:

  • Time savings in schedule preparation – reducing the process from several hours to just a few minutes per week.
  • Fewer errors, as the system continuously flags deviations and violations.
  • Higher employee satisfaction, thanks to more predictable and balanced schedules.
  • Easy change management, even when unexpected absences occur.
Rok Rožič, Operations Manager at Zavarovalnica Triglav’s Call Center: “The application is highly effective at creating schedules, as it does so automatically and quickly, with only minimal adjustments required. This saves us a great deal of time, which is crucial in our day-to-day work. The application’s user interface is extremely intuitive and easy to use. Despite its extensive functionality, it remains accessible even to users who are not particularly tech-savvy. Their support team is also highly responsive. Whenever I need assistance, I can always expect a quick and effective solution, which helps ensure smooth operations. What I particularly appreciate is that most of our requests and requirements are implemented quickly, often on the very same day. This shows that the team is highly proactive and committed to providing users with the best possible experience.”

At Triglav’s call center, automated scheduling is more than just a tool for greater efficiency—it has become an indispensable part of their daily operations. With ShiftPlan, they have established a transparent, stable, and fair approach to work organization, which directly contributes to greater responsiveness and satisfaction among both employees and customers.

*Note: ShiftPlan solution is used on international markets and is equivalent to PlanDela solution.