Case Study: A.B. May boosts contact center efficiency and revenue with Brightmetrics

A.B. May - Customer Case Study

A.B. May, a Kansas City-based provider of heating, cooling, plumbing, electrical, and appliance repair services, needed better visibility into its contact center operations. Using native Mitel Connect reporting, the team struggled to understand agent schedule compliance, wrap code usage, customer experience in the phone system, and how calls were routed during queue spikes.

Brightmetrics implemented its Core Analytics, ECC Analytics, and Real Time Dashboard solutions to give A.B. May deeper reporting, cradle-to-grave visibility, and live queue monitoring. The results included reducing abandoned calls from 10,082 to 7,430, cutting average queue time from 1:39 to 1:08, reducing wasted opportunities from 20–30 to 2–3 per week, and driving more than $200K in annual net savings and new revenue, including $30,000 in additional revenue in the first week.

A.B. May

Shellie O’Dell

Contact Center Manager