Reducing Silence on Short Calls in Consumer LOB

Discover how Bill Gosling Outsourcing tackled the issue of prolonged silence during customer interactions, transforming call efficiency across multiple global sites. This case study not only delves into the root causes of call silences but also offers actionable insights for reducing downtime in customer service operations, empowering you with practical solutions.

Highlights

• Comprehensive analysis across sites in Hyderabad, Manila, Mumbai, and more.
• Identification of crucial silence triggers, including agent behavior and customer-side factors.
• Strategies implemented for agent monitoring, enhanced training, and technical improvements.

Results

The study led to a significant reduction in call silence, driving cost savings and enhancing customer engagement.

Download the complete case study to learn about our approach to optimizing call performance and reducing silence for better customer experiences.