Last year, Sprint discovered that the handle time at one of its more than 70 call centers had suddenly shot up by 25 seconds. Twenty-five seconds may not seem like a lot, but any call center manager can tell you to the penny just how much that one sixtieth of a minute costs the company.
What they may not be able to tell you is what exactly is behind an unexpected surge in handle time.
Sprint, however, had a system to stitch together data from multiple sources throughout the organization create a picture of the problem and figure out how to solve it. Using NICE Systems Contact Analytics, they were able to pinpoint a small group of new call center agents responsible. They were spending ten to twelve minutes walking customers through complete factory resets of their Blackberry devices—often more than once per customer.
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