Case Study: a Fortune 500 utility company improves customer satisfaction and cuts short-call costs with Bill Gosling Outsourcing

Fortune 500 Utility Company saves $11,000 monthly with Bill Gosling Outsourcing

The client, a Fortune 500 utility company, partnered with Bill Gosling Outsourcing to address a challenge with short-duration customer calls, which were negatively impacting customer engagement and satisfaction. The vendor was tasked with analyzing these sub-60-second interactions to identify the root causes and provide solutions for improvement.

Bill Gosling Outsourcing implemented solutions including agent disconnection management protocols and technical issue mitigation through continuous monitoring with Avaya. These initiatives yielded significant results, including an estimated monthly cost saving of $11,000 and an annualized saving of $132,000. The solutions also improved operational productivity by controlling the volume of short calls and enhanced overall customer satisfaction.