Case Study

Call Center Rapid Detection of Bottlenecks

Early interventions prevented bottlenecks of thousands of customer service calls from occurring, thereby saving the company millions of dollars.


Our client is one of the world’s largest multinational, multi-product electronics manufacturers with call center locations around the world.

The Problem

Failures in the backend systems led to expensive spikes in volume of calls at their call centers, thereby creating a bottleneck. Each customer call to the call center is costly to the company. Given that they literally have millions of users, one backend problem can incur hundreds of thousands of dollars of overhead costs.

The Solution

We built a custom integrated analytical application that monitors customer calls by combining artificial intelligence with control charts to provide early warnings of impending problems.

Rapid response avoids problems leading to higher customer satisfaction.

The Benefit

An early warning system enabled early intervention of impending problems, thereby preventing bottlenecks in customer service calls. The company saved millions of dollars and its customers who required assistance had a much better experience with the call centers.

The Problem

Problems in backend systems can lead to a bottleneck of 10,000s of calls in just hours

The Solution

Call center monitoring application combines AI with control charts to provide rapid detection

The Benefit

Millions of dollars saved in just the first 3 months of use

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