Optimizing Customer Engagement: Short Call Analysis for a Leading Utility Company

This case study provides deep insights into optimizing short calls to improve customer engagement. From this, you can also learn more about our clients, our evaluations, the solutions we provided, and the outcomes of our suggestions.

Client’s Challenges

Our client, a Fortune 500 utility company, wanted to enhance their customer experience by evaluating short calls, i.e., the interactions that lasted below 60 seconds. Our discoveries have led to substantial development in customer satisfaction and operational productivity.

Key Findings

We analyzed 400 automatic number identifications that revealed:

▸ 55.3% (221 out of 400) of short calls were from customer disconnections or shortage of information.
▸ 5.8% (23 out of 400) of calls were not received from the customers.
▸ 27.5% of calls were controlled by agent actions like premature disconnections due to lack of information (78 calls) and no agent response (32 calls).
▸ 5.3% (21) calls were from technical glitches.
▸ 4% (16) of calls were quickly resolved, and 2.3% (9 calls) were transferred to other departments.

Our Solutions

▸ Agent disconnection management to appropriately release the customer calls.

▸ Technical Issue Mitigation for continuous monitoring with Avaya.

Outcomes

Our solutions resulted in:

▸ Cost saving of about $11,000 monthly and $132,000 annually.
▸ Improved operational productivity by controlling short calls to 4,400 and short call volume to 16,000 per month.
▸ Enhanced customer satisfaction.

Discover how strategic insights can transform customer service operations and contribute to business success.

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