Tier-1 telco · customer care
Telco repeat contacts case study
Every contact traced from cause to cost.
Releases blew the forecast and nobody could say why calls came back.
- −40%
- repeat contacts
- −28%
- resolution time
- −22%
- cost per contact
1The situation
What the operation faced
Releases blew the forecast and nobody could say why calls came back.
2What we did
How Boldr AI fixed the process first
- 1
Traced every contact
event → IVR → agent → ticket
- 2
Attributed releases
on handle time and repeats
- 3
Ranked the fixes
by full cost of each journey
- 4
Tower
what changed and why, daily
3Built with
Capability, solutions and products used
4Results
Measured results
−40%repeat contacts
−28%resolution time
−22%cost per contact
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