Case Study: The Advocate cuts costs and boosts customer service with TCN

The Advocate boosts call containment from 45% to 70% with TCN

The Advocate, a newspaper company in Louisiana, was struggling with its previous contact center provider. They faced high numbers of dropped calls, long hold times, and a poor subscriber experience due to a lack of features like IVR and queued callbacks. These issues led to daily customer complaints and severely limited the efficiency and call capacity of their internal team.

By implementing TCN's contact center platform, which included IVR and a queued callback feature, The Advocate dramatically improved its operations. TCN's solution doubled the number of calls handled per week, increased call containment from 45% to 70%, and eliminated dropped calls and subscriber complaints. This also allowed The Advocate to reduce costs by bringing calls in-house and making more data-driven decisions with TCN's analytics tools.

The Advocate