Case Study: Thomson Reuters achieves shorter hold times, reduced call handling and up to 3% contact center savings with Calabrio Analytics

Calabrio Desktop Analytics help leaders shorten hold times while increasing agent engagement

Thomson Reuters, a global provider of business information services and specialized software for legal, tax, accounting and compliance professionals, faced a performance challenge after COVID-19 forced onboarding and training to go fully remote. Contact center leaders needed to understand how remote training affected call handling, particularly long and multiple hold times, and to find the root causes.

Using Calabrio Analytics and Calabrio Desktop Analytics, leaders found new agents had above-target handle times and were relying on teammates instead of proper resources. They launched a virtual training program focused on troubleshooting and using the right resources, yielding up to a 3% potential annual contact center cost savings, a 1.54-minute reduction in average call time, 1.5 fewer holds per call, a 6.4% increase in customer satisfaction, and greater use of programmer resources and critical thinking by agents.

Thomson Reuters

MaryBeth Meloni

Quality Assurance & Analytics Lead