For any service business, missed calls mean missed opportunities. A leading independent franchise of Terminix faced increasing challenges in managing its call volume effectively. Long wait times, high abandonment rates, and an overwhelming number of voicemails affected customer satisfaction and business performance. Without clear visibility into its call center operations, the team struggled to staff efficiently, improve response times, and ensure customers received the support they needed.
The Challenge: Lost Calls, Lost Customers
Despite operating over 50 call-handling centers, the company lacked a unified system to track and analyze call data. Each location functioned independently, making it difficult to understand when customers were most likely to call, why calls were being abandoned, and how to improve agent response times. Even after switching to a new phone system, leadership still lacked the detailed reporting necessary to drive real operational improvements.
Without accurate, real-time insights, the company could not determine how many potential customers were being lost or how to fix the problem.
The Solution: Brightmetrics’ Game-Changing Insights
To address these challenges, the company turned to Brightmetrics, an advanced analytics platform that provided a clear, real-time view of its call center performance. Access to historical and live data gave the company the critical insights needed to improve efficiency, optimize staffing, and reduce abandoned calls.
By identifying trends in call volume, response times, and voicemail rates, leadership made informed staffing decisions, enhanced agent performance, and improved customer service across all locations. Supervisors could now proactively address bottlenecks and inefficiencies, ensuring that more calls were answered promptly.
The Results: A Huge Turnaround
Within just 12 months of using Brightmetrics, the company saw remarkable improvements:
- Significantly reduced voicemail messages by 87%, ensuring more customers reached a live customer care representative
- Lowered call abandonment by 40%, preventing potential business loss
- Improved answer rates and overall customer experience
- Gained the necessary insights to justify hiring additional agents, further strengthening their customer service efforts
Supervisors and IT teams also benefited from real-time monitoring and alerts, allowing them to resolve issues before they impact customer interactions.
The Bottom Line
This independent franchise of Terminix went from struggling with high call abandonment and missed voicemails to running a highly efficient, data-driven call center. With Brightmetrics, they streamlined operations, reduced missed calls, and significantly improved customer service—all while growing their team and optimizing resources.
Want to see exactly how they did it? Read the entire customer story here!
