Call Center Reduces Dropped Calls By 50% With GLSS
India
Healthcare
Customer Service
50%
- The problem: A customer call center faced a significant challenge: the call drop rate was much too high, impacting both our service quality and customer satisfaction.
- With GLSS’s Lean Six Sigma Green Belt Training & Certification, the company cut the call drop rate in half from 20% to 10%—a 50% improvement.
Automate Project Work + Documentation with Kure
In the high-stakes world of customer service, every call counts. Customers demand quick assistance and clear solutions, and when calls drop or issues go unresolved, it can lead to frustration for all involved. One organization faced a pressing issue: their call drop rate was too high, impacting both service quality and customer satisfaction. Reducing this rate was essential to providing a positive experience and maintaining a strong customer relationship.
To address this challenge, the organization partnered with GLSS Green Belt Training & Certification, whose innovative training and expert guidance equipped them with the tools to make meaningful improvements.
At the outset, the organization’s call drop rate was a concerning 20%, meaning one in five customer calls was being disconnected before resolution. This not only led to disappointment among customers but also increased the workload for the team, as agents had to deal with repeated calls for unresolved issues.
The high drop rate strained customers and agents, creating inefficiencies that hindered the team’s ability to meet their service goals. GLSS’s structured approach was critical to providing the high-quality support their customers deserved.
With the guidance of GLSS, the organization took a closer look at the underlying causes of their high drop rate. They identified two main issues. First, the team’s rostering process was not optimized to match call volumes, leading to understaffing during peak periods and longer customer wait times, which often led to dropped calls.
Second, many agents were not consistently using the organization’s guidebook—some lacked confidence in how to navigate it, while others weren’t using it at all, leading to longer holds as they searched for answers. Together, these issues created delays that left customers and agents alike feeling frustrated.
With GLSS’s support, the organization implemented several strategic solutions to address these challenges. First, they restructured their rostering system to better align with call volume patterns, ensuring sufficient staffing during high-traffic times. This adjustment helped reduce wait times and improved overall service consistency.
Additionally, the organization made using the guidebook mandatory and implemented a policy to limit hold times and reduce the frequency of holds per call. They also introduced daily briefings and displayed key reminders on office screens to reinforce best practices, keeping everyone focused on delivering excellent customer service.
The impact of these changes was significant. The organization reduced its call drop rate from 20% to 10%, cutting the number of disconnected calls in half. This improvement led to a ripple effect across their operations: with fewer calls dropping, customer satisfaction rose, and positive feedback increased.
The team of agents felt more empowered and motivated, no longer managing repeat calls for the same issues. The new rostering structure and guidebook policies made their work smoother, allowing them to focus on addressing customer needs more efficiently.
with GLSS
This project demonstrated the power of effective training and support in achieving impactful results. GLSS Green Belt Training & Certification provided the organization with practical strategies that reduced their call drop rate and enhanced the overall customer experience.
GLSS’s innovative instructional design and hands-on approach enabled the organization to implement these solutions quickly, setting the stage for continued success. With GLSS’s support, the organization strengthened its service quality, empowered its team, and laid a solid foundation for future growth in customer satisfaction.
*We value our clients’ confidentiality. While we’ve changed their names, the results are real.
