Gathr > Case Studies > A Leading Wireless & Telecom Services Provider Reduced Annual Call Center Cost by $5 Million

A Leading Wireless & Telecom Services Provider Reduced Annual Call Center Cost by $5 Million

Customer Company Size

Large Corporate

Region

America

Country

United States

Product

StreamAnalytix

Tech Stack

Kafka
Storm
HDFS
ElasticSearch
Apache Phoenix

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Customer Satisfaction
Productivity Improvements

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Real-Time Location System (RTLS)

Services

Data Science Services

About The Customer

The customer is a leading U.S.-based wireless and telecommunications service provider. It is a Fortune 50 company that wanted to improve call center performance, increase customer satisfaction, and have greater insight into the activities of its call center representatives. The company wanted to analyze the desktop activities of the call center representatives around the clock. The company wanted to monitor desktop activities in real-time while the representatives are on duty. From an operational perspective, this meant creating a centralized system where operations personnel would be able to track idle time, track what websites are being used for how much time, track outlook usage, and track various applications being used on the desktop.

The Challenge

A leading U.S.-based wireless and telecommunications service provider wanted to improve call center performance, increase customer satisfaction, and have greater insight into the activities of its call center representatives. To achieve this, the Fortune 50 Company wanted to analyze the desktop activities of the call center representatives around the clock. The client wanted to monitor desktop activities in real-time while the representatives are on duty. From an operational perspective, this meant creating a centralized system where operations personnel would be able to track idle time, track what websites are being used for how much time, track outlook usage, and track various applications being used on the desktop. The client also wanted to track desktop activities when the agent are on call, not on call, and on call and kept customer on hold.

The Solution

StreamAnalytix delivered a three part solution. The team developed a Data Collector component to ingest data from multiple sources and send it to the respective Kafka topics. Built-in Kafka Channels were used to ingest the data further in a Storm pipeline and process them. The following StreamAnalytix bolts were used to process the data: Enricher Processor for providing support to look up and enrich the raw data by adding more metadata required for further correlation, and Timer Processor to collect the events within time-based window and sort them to maintain the sequence of events. Further, StreamAnalytix persister components were used to persist processed data in HDFS, ElasticSearch and Apache Phoenix. The solution enabled the client to improve agent productivity dramatically by reducing idle time. It also increased customer satisfaction and handled CPNI information compliance.

Operational Impact

Annual overall cost reduction of $5 million
Improved agent productivity with ability to handle more than 30 calls per day
Improved customer experience
Reduced Agent idle time to 15 minutes per day
Reduced overall after call work activities of agents to 30 minutes per day

Quantitative Benefit

Annual cost savings of $5 million
Increase in agent productivity with ability to handle more than 30 calls per day
Reduction in agent idle time to 15 minutes per day
Reduction in after call work activities of agents to 30 minutes per day