Case Study: The Cleveland Guardians reduce call abandonment by 65% with Brightmetrics

Cleveland Guardians reduce call abandonment by 65% with Brightmetrics

The Cleveland Guardians, a professional baseball team, faced challenges with high call abandonment rates and lengthy queue times in their fan services call center, negatively impacting the fan experience. To address these issues and improve operational efficiency, they partnered with vendor Brightmetrics and implemented its analytics solution for their Mitel phone system.

Using Brightmetrics' real-time monitoring and historical reporting, the Guardians optimized staffing and launched an employee incentive program. This solution led to a 65% reduction in call abandonment, a 38% decrease in average queue time, and a 21% increase in calls answered. Brightmetrics provided the data-driven insights necessary to transform their fan service operations and significantly enhance customer satisfaction.

Cleveland Guardians