Case Study: Virgin Media Cuts Call Handle Time with Intradiem Automation

Virgin Media cuts call handle time by 60 seconds with Intradiem

Virgin Media, a major telecommunications company, faced significant challenges in its contact centers due to inefficient manual workforce management processes. These inefficiencies, including time-intensive manual adjustments and a lack of unified messaging for its 7,000 agents, hindered customer service and eroded agent engagement. To address this, Virgin Media partnered with Intradiem to implement its real-time customer service automation solution.

Intradiem's solution automated key processes, dynamically delivering training and notifications to agent desktops and helping to manage break times. This resulted in a 60-second reduction in average call handle time and a 3% reduction in personal break usage. The implementation led to optimized work schedules, increased operational efficiency, and stronger agent engagement for Virgin Media.

Virgin Media