Client Overview:
A national service provider faced call surges, long wait times, and inconsistent service quality. High turnover and outdated IVR systems were hurting both performance and customer satisfaction.
Challenges:
- Heavy call volumes caused long wait times and 20 percent call drops at the IVR stage.
- High attrition led to inconsistent service and higher training costs.
- Low-performing agents required constant monitoring.
- IVR delays of over 50 seconds frustrated customers and increased abandonment.
BACS Approach:
- Deployed AI voice agents at zero additional cost to manage high call volumes.
- Replaced traditional IVR with AI-driven routing that cut wait times to under 10 seconds.
- Introduced self-service options so customers could resolve simple queries instantly.
- Used AI to handle 20 percent of queries through automation, with coverage growing each month.
Results:
- Call drops and wait times decreased dramatically.
- Less dependency on human agents reduced the impact of attrition.
- Service consistency improved as AI automated routine queries.
- 80 percent of calls reached the right destination in under 10 seconds.
- 20 percent of queries handled through self-service, cutting operational costs by up to 46 percent.
Impact:
BACS turned a high-pressure contact center into a responsive, efficient, and customer-friendly operation. AI reduced friction, improved speed, and gave human agents more time to focus on complex, high-value conversations.
