Case Study: Bluegrass Cellular achieves 45% fewer call escalations and 26% higher agent satisfaction with Calabrio Speech Analytics

A Creative Application of Calabrio Speech Analytics and Apology Training Nearly Halves Call Escalations While Boosting Agent Satisfaction

Bluegrass Cellular, a regional carrier in Central Kentucky known for a customer-first approach, wanted to raise contact center performance without losing its local touch. After attending an “Art of a Meaningful Apology” session, leaders used Calabrio Speech Analytics to analyze recorded calls and discovered agents were using “sorry” as a conversational pause rather than a genuine apology, which hurt RSAT scores, quality measures, and drove escalations.

They launched a custom “Meaningful Apology” training that taught agents to acknowledge the issue, explain its cause briefly, and express sincere remorse, with individualized coaching where needed. The program cut insincere apologies by 40% and call escalations by 45%, reduced formal complaints by 43%, boosted rep satisfaction by 26% and quality monitoring scores by 5% — and is now required training for all new hires.

Bluegrass Cellular