The Challenge: A non-profit that services a large city was having trouble keeping up with the increased demand in their call centers. Because they were covering a highly populated area, they needed to find a way to streamline their call center operations and decrease
the time it takes to service callers who are in need of referrals.
Download the Micro Case Study to find out the insights SYLVESTER 12 helped them uncover, and how they reduced call handle time by 15% for referral-related calls and found over $200K in new opportunities.