Our automated analysis tool revealed 11,097 calls with over 60 seconds in voicemail, allowing PR to autonomously optimize their operation
Client: PR"PR had 15 agents working daily. Upon implementing the analytics platform, they discovered that 11,097 calls exceeded 60 seconds in voicemail. The tool gave them complete visibility to make their own strategic decisions."
PR's Initial Situation
PR operated with 15 agents making over 18,000 calls in three weeks. However, they felt the results didn't match the effort invested.
By implementing the analytics platform, PR obtained for the first time complete real-time visibility of their operation. The automated dashboards allowed them to identify inefficiencies themselves.
What PR Discovered
With automated reports, PR identified that 11,097 calls lasted more than 60 seconds in voicemail. The platform clearly showed that agents appeared "busy" but not productive.
The self-service dashboards allowed PR to analyze patterns, identify problematic numbers, and make informed decisions about how to restructure their operation, all autonomously.
98% of calls without effective contact
80 seconds average lost per voicemail
Apparent productivity but not real
Automatic protocol of 3 seconds in voicemail
Automatic identification of problematic numbers
Informed decisions with real-time dashboards
The Transformation in Numbers
- 15 agents working
- No visibility of voicemail time
- Less than 1 effective contact/day per agent
- Basic reports without insights
- Decisions based on intuition
- 98% unproductive calls
- Team optimized with real data
- Total visibility of every second
- 10+ effective contacts/day per agent
- Automated dashboards with alerts
- Data-driven decisions
- Automatic inefficiency identification
Results PR Achieved with the Platform
Value Generated with the Self-Service Platform
PR achieved measurable results from the first week of implementation
How PR Used the Self-Service Platform
PR identified 98% of unproductive calls with the dashboards
PR established 3-second voicemail rule based on the data
The platform automatically identified 3,500+ problematic numbers
PR optimized their team based on real productivity metrics
The 4 Key Features of the Platform
Smart Analytics
From random calls to strategic insights in real-time
Real-Time Data
Dashboard with automatic alerts for deviations
Pattern Detection
Automatic identification of problematic numbers
100% Self-Service
Complete autonomy without external consultants
"The platform gave us the power to analyze our own operation. We didn't need consultants or external analysis. The dashboards clearly showed us that we had 15 agents but most of the time was lost in voicemails. With that information, we could make our own strategic decisions and optimize the team. It's a tool for total visibility."
What We Learned
❌ What PR Believed
- • "We need more agents"
- • "The team is working at maximum capacity"
- • "There's no way to measure real productivity"
- • "Reports show constant activity"
✓ What PR Discovered
- • The problem was unproductive time
- • 98% of calls didn't generate contact
- • The platform measures everything automatically
- • Real data reveals hidden opportunities
Measurable Impact with the Self-Service Platform
| Impact Area | Before | After |
| Team size | 15 agents | Optimized team |
| Average voicemail time | 80+ seconds | 3 seconds |
| Contact rate | 1.2% | 20%+ |
| Operation visibility | None | Total |
Result: PR made informed decisions that transformed their operation
Metrics PR Now Controls with the Platform
💬 In Their Own Words
"We had 15 agents working all day with no improvement in results. The self-service platform revealed the truth: 11,097 calls were stuck in voicemail for over 60 seconds. We were paying for phantom productivity."
The platform's automated dashboards gave us immediate visibility. Without consultants or external help, we could:
- • Identify 3,500+ problematic numbers automatically
- • See exactly where time was being wasted
- • Make data-driven decisions autonomously
- • Set up alerts for inefficient behaviors
Result: In 30 days, we optimized from 15 to 8 agents while achieving 16x better contact rates. Today, we operate at 22% contact rate vs 1.2% before. The platform gave us complete control over our own data and decisions.
Hector Hernandez
Operations Manager - PR
Platform User Since October 2025
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