Our call center faced an unprecedented 50% increase in call volume. We thought our sales numbers were going to go through the roof, but instead, we found only silence.

We explored the data to find the real story behind the void...

Upon digging into the data, we discovered something unexpected.

• Unknown Numbers: Our call logs were flooded with numbers that didn’t match any customer records.
• Unlikely Origins: These calls often came from regions where we don't even offer services.
• Pattern of Repetition: The same numbers kept dialing in, time and time again.
• Zip Code Anomalies: When our IVR prompted them to enter their zip codes, we either received incorrect entries or none at all.
• Static Conversations: The few calls that reached our agents were just … static

Turns out there was an explanation for the mystery.

Some websites offered services to clients like this: “Avoid the wait! We’ll call, hold the line, and connect you to an agent directly.”

This seemed like a brilliant solution to bypass the wait times, but it fell flat.

When our agents picked up the call, customers weren't quick enough to connect, leading to dead airtime, or they were holding up the lines for potential clients of their service ...

Consequence? Hundreds of fake calls congested our lines, pushing genuine customers to the back seat.

But here's the real takeaway:

Don't just take surface observations at face value.

Dive deep into your data and uncover what's really going on.

Understand the underlying issues before they snowball.

Don't just look into the data when something goes wrong. Look into the data, even when things are looking up!

By interpreting the data correctly, you allow yourself to solve nuanced challenges while bolstering efficiency and customer satisfaction.

Have you ever experienced this situation? What did you do? Let me know in the comments!