Efficiency / UK / Retail & Consumer Goods
Increasing call centre efficiency with propensity modelling
“Our solution ultimately reduced the need for additional call centre resource, increased efficiency, and improved customer satisfaction."
Business issue
A multinational consumer goods company found that their contact centres were experiencing a high volume of calls, especially from repeat callers. They were looking for a solution which would help them to identify the breakdown of repeat contacts so they could understand the likelihood of people repeat calling and why.
Our solution
The Ipsos Jarmany team initially conducted a data exploration, which involved leveraging existing Power BI and Excel reports to audit the data that was currently accessible, and therefore what was feasible for us to achieve with that data.
We then built bespoke Python scripts, allowing us to create a propensity model which predicted the likelihood of someone repeat calling within a timeframe of 1-90 days.
Linking this to client data, we were able to attribute each contact event with specific customer characteristics in order to gain insights around who and why people were calling.
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