Call Center Decreases Wait Time By 54% And Saves $200K With GLSS
Home Âŧ Case Study Âŧ Call Center Decreases Wait Time By 54% And Saves $200K With GLSS
New York
Manufacturing
Operations
54%
- The problem: A call center faced some significant hurdlesâlong wait times, high call abandonment rates, and customer satisfaction scores that just didnât hit the mark. With wait times ranging as high as 5 minutes.
- Determined to fix the problem, the organization turned to GLSS and their Green Belt Training & Certification for the tools and knowledge to make significant improvements in a short amount of time, allowing the organization to reduce call center wait times by 54%.
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Customer call centers are at the heart of any organizationâs service experience, and when things go wrong, the impact is felt immediately. This call center faced some significant hurdlesâlong wait times, high call abandonment rates, and customer satisfaction scores well below desired. With average wait times at 3.3 minutes, customers often grew frustrated and hung up before their calls could be answered.
For the business, this wasnât just a minor inconvenience; it was a clear sign that something needed to change. Improving these processes was critical to keeping customers engaged and ensuring they received the support they needed when they needed it.
The team set an ambitious but essential goal: cut down the average wait time from 3.3 minutes to under 2 minutes. They knew that meeting this target would not only elevate customer satisfaction but also significantly reduce the number of calls dropped before a resolution could be reached. Achieving this goal was vital to enhancing the call center’s efficiency and overall performance.

To tackle the challenge head-on, the organization turned to GLSS Green Belt Training & Certification. They recognized that the right training could empower their team with the skills needed to make meaningful improvements. With GLSSâs guidance, the team implemented an intelligent call-routing system.
This new system was designed to direct incoming calls to the most suitable agent based on each agent’s expertise and current workload. By using this smarter approach, they aimed to handle calls more effectively and reduce the amount of time customers spent waiting for assistance.

The transformation was remarkable! Thanks to the changes guided by the GLSS training, the call center saw a 54% drop in wait time, from an average of 3.3 minutes to 1.5 minutes. Also, they realized a 3% drop in unresolved queries after the first contact.
This improvement translated to 36,000 fewer calls to the call center each yearâa massive win in terms of efficiency. Not only did this boost customer satisfaction, but it also freed up valuable resources, including staff time and telecommunication equipment, saving the organization an estimated $200,000 annually. With fewer calls to handle and more satisfied customers, the call center team could focus on delivering an even higher level of service.

with GLSS
*We value our clients’ confidentiality. While we’ve changed their names, the results are real.
