Outcomes
Within just 12 months, this leading pest control company and independent franchise of Terminix achieved significant results:
- Reduced voicemail messages by 87%.
- Lowered the call abandonment rate by 40%.
- Added 20 agents based on data insights, directly boosting customer satisfaction.
Challenge
A prominent independent franchise of Terminix pest control company encountered a major hurdle. Despite having multiple call centers, their customer care representatives were overwhelmed by the high volume of incoming calls. As a result, many calls were either abandoned or diverted to voicemail. Lacking analytics and insights into their call patterns, the company had no way to gauge how many potential customers were being lost.
Recognizing the need for data-driven improvements, the company sought to enhance both its marketing strategies and phone system performance. Their business model prioritized a personalized, local approach, with each branch operating its own phone system and customer care agents. Leadership wanted to implement a comprehensive database and ranking system to ensure calls were answered by representatives rather than going to voicemail.
However, the challenge was compounded by outdated legacy systems across 58 call handling service centers, a mix of internet and phone providers, and inconsistent call center solutions. Although the transition to the Mitel platform helped unify their systems and improve the customer experience, its limited reporting capabilities still left them without the actionable insights they needed to drive further improvements.
Solution
To gain the detailed analytics it needed across all call centers, the pest control company turned to Brightmetrics. This intuitive analytics platform provided a comprehensive view of their call center operations, offering both historical and real-time reporting. The company could now access crucial metrics—such as agent activity timelines, status reports, and queue information—through customizable dashboards.
By leveraging Mitel system data, Brightmetrics gave the company clear visibility into the customer journey and overall experience. This insight allowed them to optimize staffing, identify top-performing agents, and pinpoint areas for additional training.
Real-time monitoring empowered supervisors to address potential issues on the spot, preventing them from escalating. With Brightmetrics, the company tracks essential KPIs like call volume and ring time across all centers. By unifying performance data and customer satisfaction metrics across locations, Brightmetrics helps ensure the company consistently meets its business goals.
