Case Study: 1-800-PACK-RAT Reduces Hold Times and Abandonment with Mindful

Meeting Customers Where They Are is More Than a Figure of Speech

1-800-PACK-RAT, a moving and storage company, was struggling to staff its contact center during the pandemic as moving demand surged. Long hold times and high abandon rates were hurting both customer experience and agent efficiency, and an earlier callback attempt had failed to deliver reliable service.

Mindful implemented a best-in-class customer-first callback queue in just a few weeks, with SMS notifications and minimal changes to the existing tech stack. The results included a 7% drop in abandon rate, an 18% reduction in hold times, nearly $12,000 saved in staffing costs, an 87% reconnect rate, and 304 days of queue time eliminated in 2021, while also helping drive more quote-page conversions.

1-800-PACK-RAT

Thomas Morris

Supervisor of Call Center Operations