Reducing No Dial Tone Complaints for a leading Telecom Player

Reducing No Dial Tone Complaints for a leading Telecom Player

Application Description:

The Challenge

  • NDTs are the major cost driver in the call center operations
  • The problem at hand is to apply big data analytics on the data generated through their network and call center operations, and derive actionable insights
  • This leads to a reduction in NDT calls and hence the operational expenses
  • NDT’s Average Handling Time (AHT) is the second highest (~25 min) of all dispositions
  • The client spends $4.5 Million annually
    (3rd highest)

Canopus Contributions

  • Canopus analyzed their internal as well as external data like weather
  • We performed deep analytics to identify causes of NDT and created action items for the client.

Benefits Realized

  • Reduction in cost of NDT as well AHT

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