Case Study: MetTel achieves a uniform contact center customer experience — 28% fewer repeat callers and 11% operational savings — with Tethr

How MetTel uses Tethr to measure and improve the customer experience

MetTel, a national telecommunications and managed network services provider, faced a growing challenge: ensuring a uniform customer experience across an expanding contact center where surveys and basic call recordings weren’t giving a full picture. To measure and improve call quality and create consistent rep behaviors, MetTel implemented Tethr’s conversation intelligence platform.

Tethr delivered research-backed conversation analytics, dashboards, alerts and QA tools that let managers track rep behavior, run monthly improvement campaigns, and let reps self-review calls. The impact was measurable: a 28% reduction in repeat callers (in the first 60 days), a 35% decrease in escalated calls, a 27% drop in churn-risk indicators, and an estimated 11% reduction in departmental operational costs—savings that more than cover the cost of Tethr’s license.

MetTel