Case Study: Leading Upscale Retailing Company reduces call escalations and improves contact center efficiency with Calabrio

Clothing Retailer Manages Escalations with Calabrio Analytics

A leading upscale men's clothing retailer with more than 1,000 stores and 13,000 employees was facing a spike in calls escalated from contact center agents to supervisors. Their manual quality assurance process reviewed only 1% of interactions, leaving them unable to identify why escalations were rising and forcing supervisors to divert attention from other priorities.

By implementing Calabrio Analytics together with Calabrio Quality Management, the company could automatically flag and review all relevant escalation calls and pinpoint the exact moments issues occurred. This revealed that many agents struggled to maintain control during emotional calls, prompting targeted training to teach de-escalation techniques; escalations fell sharply, supervisors regained focus, and overall contact center efficiency and decision-making improved.