Call Center Chaos to Calm: AI Takes the Lead
How a telecom provider revolutionized service with ConverseAI.
Introduction
PeakTel, a regional telecom provider, served 100,000 customers with a 20-agent call center. But high call volumes—up to 2,000 daily—pushed their system to the brink. Long wait times and overworked staff led to a customer satisfaction score of just 65%. Director David M. knew they couldn’t afford a massive hiring spree, so he sought an innovative way to boost efficiency while keeping service personal.
The Challenge
Routine calls about billing, outages, and plan changes consumed 70% of agent time, leaving little bandwidth for technical issues. Wait times averaged 15 minutes, and agent burnout was rising—two quit in a month. PeakTel needed to automate repetitive tasks, support non-English speakers (10% of their base), and improve metrics without a $200,000 staffing investment.
The Solution
PeakTel rolled out ConverseAI to overhaul operations. They:
- Deployed AI Agents to handle initial calls, resolving 80% of routine queries like “Check my bill” or “Report an outage.”
- Added Multilingual Support for Spanish and Mandarin callers, trained on telecom-specific terms.
- Monitored performance with Performance Analytics, tracking sentiment and tweaking responses for empathy.
- Integrated with their IVR system, routing complex calls to agents with full context.
“ConverseAI turned our call center around. Customers wait less, agents stress less, and we’re saving big!” ~ David M., Call Center Director
The Result
Wait times fell by 40% (15 to 9 minutes), and satisfaction rose to 85%. Agents handled 25% fewer calls, focusing on high-value support, while churn dropped by 10%. PeakTel saved $150,000 in hiring costs and saw happier staff and customers alike.
Metrics
- 40% wait time reduction (15 to 9 minutes).
- 20% satisfaction increase (65% to 85%).
- 25% lower agent workload (500 fewer calls daily).
- 10% churn reduction, saving $50K monthly.
Key Features Used
- AI Agents: Automated routine tasks.
- Performance Analytics: Data-driven improvements.
- Multilingual Support: Served diverse customers.
- IVR & Call Support: Seamless integration.