Challenges
A leading US-based sports club service center was managing over 50,000 fan calls per season, but the existing processes were strained. The team struggled with inefficient allocation between sales and service calls, a high volume of repeated queries, and an absence of infrastructure to capture and analyze call data effectively. These challenges resulted in frequent call abandonment, misrouted interactions, and underutilized agents, creating significant barriers to scaling operations and realizing untapped revenue opportunities.
Solutions
AI-Powered Call Center Modernization
- Deployed AI-driven audio-to-text transcription to automatically capture and process inbound call recordings.
- Fed cleaned transcripts into a large language model (LLM) engine to identify recurring themes, intent, and customer needs.
- Applied LLM + rule-based classification for sales call tagging, categorization, and product ranking.
- Implemented strategic dashboards delivering real-time insights for sales, marketing, operations, and executive decision-making.
- Ensured compliance with global frameworks, including ISO 27001, SOC 2, and GDPR.
- Applied robust role-based access controls and multi-factor authentication to protect sensitive data.
Impact
- $1.1M Key Results Incremental Revenue
- +37% Self-service Completion
- +22% Agent Utilization, Enabling 6,000+ Extra Outbound Calls
- -42% Call Abandonment Rate
- -28% Average Handle Time, Saving 2.4 FTE hours/month
- -31% Misrouted Calls
About Us
At Straive, we operationalize data analytics and AI for global enterprises. We leverage our unique people-process-tech framework to build the best-of-breed data analytics & AI solutions. By operationalizing this solution into your core workflow, we deliver real-world measurable impact and better ROIs through a combination of higher efficiency, elevated experiences, and enhanced revenues.
For more information about our services and how we can help you operationalize data analytics and AI, please visit our website: www.straive.com contact us at contact@straive.com.
