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

• High customer contact rate (over 150%) has led to poor service levels and high abandonment rates
• Little visibility on why customers are calling

• 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 geographical region
• Team developed and deployed custom dashboards and searches highlighting the areas for the executives to address

• Increased awareness of call drivers
• Outline action plan to address call volume
• Reduction of contact rate to the corporate average of approximately 70%