Customer operations
Contact center capacity case study
Less waiting, more capacity, same system.
Callers waited and hung up while capacity sat in the wrong queue.
- 9% → 0%
- abandonment
- −17%
- handle time
- US$1.1M+
- capacity a year
1The situation
What the operation faced
Callers waited and hung up while capacity sat in the wrong queue.
2What we did
How Boldr AI fixed the process first
- 1
Measured the queue
by half-hour, against demand
- 2
Redesigned IVR and routing
no new platform
- 3
Agents on repeat reasons
people on the rest
- 4
Measured vs. baseline
every week
3Built with
Capability, solutions and products used
4Results
Measured results
9% → 0%abandonment
−17%handle time
US$1.1M+capacity a year
Measured against the baseline taken at the start. Client name withheld; references on request.
Next step
Could this work in your operation?
Define the scope in minutes. We turn your answers into a focused Value Discovery Sprint.
Scope your sprint
in three questions.
Pick the capability. Your answers tell us where a Value Discovery Sprint would look first; a value consultant comes back with a proposed scope.
Your readout
Your answers shape the scope.
A sprint would likely look first at:
- Repeat reasons to fix
- Requests an agent can resolve
- After-hours demand