Peckham Inc. Taps Calabrio ONE Analytics to Uncover Root Causes of Long Holds and Silence Times

+ $2.7 million/year

+ 1

↓

Top-line revenue

More calls handled per hour

Wait times

Average handle times

At a Glance

Company Peckham

Industry Non-profit social enterprise

Region U.S, Great Britain

Products Used Calabrio ONE Suite

About Peckham

Headquartered in Lansing, MI, Peckham Inc. is a nonprofit social enterprise that provides paid job training opportunities for people with significant physical, cognitive, behavioral and socio-economic challenges. Peckham believes in social responsibility and is the premier provider of contact centers and IT helpdesks within the AbilityOne program, which creates jobs for people with disabilities

Enables leaders to quickly solve issues and deliver a much improved, much less stressful customer experience.

“Thanks to Calabrio, both Peckham agents and customers enjoy a much improved, much less stressful customer experience.”

Wendy Dorn-Frazee
IT Service Desk Workforce Specialist

Challenge

Peckham’s 1,500 contact center team members handle nearly nine million interactions per year through phone, email and chat.

With its best-in-class services, Peckham can operationalize emergency contact centers within only hours after receiving notification of the need. But when one of Peckham’s main clients paused a majority of its customer facing processes during the COVID pandemic, the number of inbound calls skyrocketed once those processes were resumed, prompting long wait times that frustrated callers and agents alike.

Solution

After using Calabrio ONE Analytics to study three different types of calls, Peckham leaders discovered a variety of issues were causing elongated holds and silence times that made their contact center’s talk times longer than necessary.

Customers, for instance, caused silence time while they searched for information they didn’t know in advance they’d need. And agents took long pauses when they weren’t prepared to answer additional questions from customers or expediently instruct customers on how to find the information they needed.

Peckham’s contact center leaders quickly implemented a multi-pronged solution to fix the situation:
• created new IVR messages
• updated the knowledge base
• provided additional agent coaching on the best ways to handle objectionable calls
• added more FAQs for agents to reference
• introduced new technology to streamline overall contact center processes

Result

As a result, Peckham now generates an extra $2.7 million in top-line revenue each year because this contract is tiered based on volume. Agents can now handle approximately one more call per hour.

Equally or even more important, both agents and customers enjoy a much improved, much less stressful customer experience thanks to shorter wait times and average handle times.