Case Study: Major Wireless Network Provider achieves 94% service level and reduced average handle time with ETech Global Services

Etech Global Services Improves Inbound Call Program for Major Wireless Network Provider

Major Wireless Network Provider, a large Fortune 500 mobile and communications company, struggled with its inbound call program—wanting faster resolutions, fewer transfers, and specific targets (80% service level, 8.3-minute AHT, 5% call work/abandon rates). After an outside agency failed to meet goals, they engaged ETech Global Services to improve call compliance, agent performance and operational metrics.

ETech Global Services performed root-cause analysis, implemented focused training and post-training coaching, and used workforce management software plus refined scheduling (and a 1 manager:15 agents coaching model) to optimize staffing and first-call resolution. The results exceeded targets: service level reached 94.07%, average handle time fell to 6.62 minutes (AHT reduced by 16%), call work dropped to 2.54% and abandon rate to 1.52% while handling nearly 100,000 calls per month, leading to expanded business with the provider.