Case Study: Superior Propane improves customer retention and reduces AHT with Calabrio

Superior propane identifies process challenges to better retain customers and decrease AHT

Superior Propane, Canada’s largest propane supplier since 1951, wanted to improve customer retention and reduce average handle time (AHT) across its contact centers. Using Calabrio’s desktop and speech analytics, leaders identified process issues—service and scheduling gaps, high cancellation handling with low retention, lack of continuity between calls, and inefficient logging and after-call work—that were undermining the customer experience and inflating AHT.

Superior Propane implemented a multi-pronged solution: greater agent empowerment, an updated IVR to route cancellation calls to trained agents, proactive delivery notifications, streamlined log templates, continuity for repeat callers, and peer-to-peer training. Within three months first-contact resolution improved, new hires hit AHT targets in weeks instead of months, and AHT reductions (about 30 seconds per call) freed capacity for roughly 150 additional daily inquiries with the same team.

Superior Propane

Alex Wozniak

Director of Customer Experience