Case Study: Top Telecommunications Company reduces repeat calls and inappropriate agent behavior, unlocking $30M in savings with Mattersight

Leading telco uncovers a hidden problem and a new opportunity

Mattersight partnered with a Top‑5 global telecommunications company (Fortune 100, 9,000+ agents) that had deployed a Behavioral Analytics pilot to reduce repeat calls, build predictive models and improve agent performance. During the linguistic modeling process Mattersight uncovered widespread inappropriate agent behaviors at specific outsourcer sites—unproductive outbound calls, no‑agent activity, abandoned calls and premature holds—that were inflating repeat rates, wasting money and damaging customer experience.

Mattersight built algorithms to identify and surface those behaviors, shared the findings with the client and vendors, and delivered immediate remediation: inappropriate behaviors dropped more than 60% within weeks and the target centers averaged a 7% reduction in repeat calls over four quarters. To prevent recurrence, Mattersight deployed a customized Performance Reporting Dashboard and cloud‑based Behavioral Analytics (SaaS), enabling end‑to‑end monitoring by center, supervisor and agent, with a projected system‑wide benefit of about $30M annually.