Case Study: Bluegrass Cellular achieves 14% reduction in Level 2 calls and $100K in savings with Calabrio Analytics

Bluegrass Cellular Frees and Redirects Scarce Technical Support Resources From Routine Calls to Escalated Customer Concerns

Bluegrass Cellular, a regional wireless carrier known for high customer satisfaction, faced a challenge after merging support groups: its senior Level 2 technical team was spending too much time on routine calls that retail and Level 1 staff could handle. Leaders set a goal to cut Tier 2 call volume by 10% (saving 3.5% of annual operating costs) and turned to Calabrio speech analytics to understand why experienced agents were being tied up.

Calabrio revealed five frequent call types—Correct Alls, past-due account inquiries, voicemail/password resets, number portability checks, and “good standing” verifications—so Bluegrass implemented targeted training for retail and Tier 1 staff and built GUIs to automate self-service tasks. The result: Tier 2 call volume fell 14% (exceeding the 10% target), first-call resolution rose 20%, and the company realized about $100,000 in labor and operational savings, while gaining stronger internal development prioritization.

Bluegrass Cellular

Robin Fentress