Contact Centre Operator Handles 25K Monthly Outbound Calls
The challenge
The contact centre was struggling to manage a growing volume of outbound follow-up calls for a major client. Agent turnover was high, training costs were rising, and quality scores varied significantly across the team. The client was threatening to move the contract if performance did not improve.
The solution
SignalLine AI was deployed to handle the outbound follow-up programme in its entirety. AI agents made structured calls to collect feedback, confirm appointments, and update records. Calls that required human judgment were escalated to senior agents with full context and transcript.
The results
Within the first month, SignalLine AI was handling 25,000 calls with an 89% completion rate. Average handle time dropped to 4.2 seconds for simple confirmations and 2 minutes for feedback calls. The client renewed their contract for an additional two years.
“SignalLine AI allowed us to deliver consistent quality at a scale we could not have achieved with our agent pool alone. It saved the contract and opened up new opportunities with the client.”
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