Case Study: The Angstrem Company achieves 3x fewer missed calls and faster response times with CallGear

How CallGear Improved Customer Service and Reduced the Number of Missed Calls by 3X

The Angstrem Company, a manufacturer of cabinets, furniture and kitchen sets selling through an online store, retail network and marketplaces, saw call volume to its online store quadruple during the COVID-19 quarantine while its agents were forced to work from home. To rebuild management and control over incoming phone traffic and keep customer service running, the company partnered with CallGear and deployed CallGear’s Call Center solution, including Online Monitoring, Auto Callback and Outbound Calling.

CallGear implemented real‑time Online Monitoring and an automated call distribution scheme, added Auto Callback to recover missed calls, and enabled automated Outbound Calling to boost agent productivity. As a result, average answer time fell from 15–20 seconds to 5 seconds, missed calls dropped from about 23% to 7.6% (averaging 9% by April 2021) — a threefold reduction — operator-related losses are now ~5% and caller hang-ups ~3%, and outbound capacity rose by up to 30%, markedly improving Angstrem’s customer service and sales.

The Angstrem Company