Case Study: Tructyre achieves 40% faster customer service operations with Netcall

Tructyre improves service levels 31% with Netcall

The customer, Tructyre, faced challenges with a fragmented, in-house telephony system that created manual workarounds, business continuity risks, and strained overnight operations. To gain end-to-end, real-time control of its safety-critical contact centre, Tructyre partnered with vendor Netcall to implement the Liberty Converse contact centre platform.

Netcall delivered a tailored solution focused on real-time reporting, business continuity, and aligned operations. The results included service levels improving from 58% to 76%, the average speed of answer becoming 41% faster, and agent adherence consistently exceeding 90%, all while enabling a unified, resilient, and scalable customer service operation.

Tructyre