Case Studies for Industry, Processes, and Technologies

Project Background

A division of a major cable operator serving over 500,000 subscribers in a metropolitan region. The division provides video, high speed internet and digital phone products to both residential and commercial customers

Business Challenge
  • High customer contact rate (over 150%) has led to poor service levels and high abandonment rates
  • Little visibility on why customers are calling
Project Approach
  • Based on an eight week call center assessment engagement, identified need to determine call drivers thus allowing the client to develop action plans to reduce calls
  • Assessment team recommended the use of Speech Analytics to identify call reasons
  • 4 person project worked with client to identify over 20 call categories and subcategories
  • Team built over 400 patterns and tuned the speech recognition engine for use within the geographically region
  • Team developed and deployed custom dashboards and searches highlighting the areas for the executives to address
Business Benefits Expected benefits from the engagement include:
  • Increase awareness of call drivers
  • Outline action plan to address call volume
  • Reduction of contact rate to the corporate average of approximately 70%

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