The Challenge
A global ICT provider experienced long call center wait times, leading to customer frustration and decreased satisfaction.
The Solution.
For te the ICTs help desk Scandi consultants implemented Azure Data Factory and Power BI to integrate call center data with customer satisfaction surveys. This allowed them to run A/B tests on different call center interventions.
The Results
Data-Driven Experimentation: Unified data enables A/B testing of different call center strategies, such as changing hold music or offering online chat support options.
Improved Customer Experience: By analyzing results from A/B testing, Tech Help Desk can identify strategies that reduce wait times and improve customer satisfaction.
Increased Operational Efficiency: Lower wait times lead to more calls handled per agent, improving call center efficiency.