Case Study: Peckham achieves shorter hold and silence times with Calabrio ONE Analytics

Peckham Inc. Taps Calabrio ONE Analytics to Uncover Root Causes of Long Holds and Silence Times

Peckham Inc. used Calabrio ONE Analytics to investigate why its contact center was experiencing long holds and extended silence times. By analyzing three types of calls, Peckham leaders identified that both customers and agents were contributing to unnecessary delays, creating longer talk times and a more stressful customer experience.

Using Calabrio, Peckham quickly implemented a multi-pronged fix that included new IVR messages, an updated knowledge base, additional agent coaching, more FAQs, and new technology to streamline contact center processes. The result was a much improved customer experience with less stress and faster issue resolution, though no specific numeric metrics were provided.

Peckham

Wendy Dorn-Frazee

IT Service Desk Workforce Specialist