Back to catalog

Call routing and transfer effectiveness

Business question
Do our calls reach the right person on the first try?
What's at stake
For a contact center taking 400,000 inbound calls a year: 25,800 to 51,600 transfers avoided, or $93k to $186k a year in handling cost avoided.
Data required
Contact center logs: stated reason, queues crossed, transfers, duration.
Sample result
Transfer rate by entry reason, with the routing paths to fix as a priority.
Demo · 1 min
Illustrative scenario

Take an energy supplier whose contact center takes 400,000 calls a year, 43% of which end up transferred. The analysis traced each call through the IVR and queues, identified the misrouted call reasons, and the IVR menu was reworked for the top three.

MetricBeforeAfter
Transfers per year172,000137,600
Calls reaching the right agent on the first try57%66%
Annual cost of transfers$619k$495k
Trusted for Datakili's business intelligence

See the cockpit in action on this use case

Explore an interactive demo with data representative of your industry, without sending us anything. You can then test on your own data, with an expert by your side.

✓ Immediate demo, no data required
✓ No installation, no IT project
✓ Results presented in a workshop with an expert

Your demo, tailored to this use case

1 minute, no commitment

Selected use case

No spam, unsubscribe in one click

✓

We will contact you shortly to prepare your demo

Video placeholder - cockpit demo on this specific use case, 16:9 format.

Ready to see the cockpit in action?