National merchant-payments processor
Cut contact-center cost without cutting service
- The problem
- The team ran on believed numbers. Phone abandon was thought to be under 3%; it was 14%. Agent utilization sat near 40% against a 60%+ industry norm, and coverage spanned 16 hours for demand that fit in 12.
- The work
- Mined 46,000 cases over two months across phone, chat, email and IVR, paired with live observation, and turned the findings into six prioritized moves.
- The result
- Right-sized service hours, redeployed weekend staff to weekday peaks, redesigned chat intake, and pointed the onboarding team at new merchants, who contact support four times as often.
25%fewer staffed service hours, leaving 1.6% of calls outside the new window
33% → 15%web chat abandon rate, with no added staff
~10%shorter handle time from IVR self-verification alone