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