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Case Study:

Boosting Call Center Efficiency with Airis

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Challenge

A growing financial services firm faced rising operational costs due to a manually operated call center. Their agents spent hours each day calling leads who were often uninterested, leading to low productivity and high burnout rates. The firm also struggled with missed follow-ups, as it was challenging to manually track all potential callbacks.

Key Pain Points

  • Excessive agent workload due to repetitive calls
  • Limited visibility into lead quality and status
  • Missed callback opportunities due to manual scheduling
  • High turnover rates linked to agent burnout

Industry

Financial Services

Solution

  • Airis Integration
  • To address these challenges, the firm chose Airis for its AI-driven, automated call center functionality. Here’s how the process unfolded:

Data Upload and Segmentation

01

The firm uploaded its lead database (over 20,000 contacts) segmented by region and service interest.

02

Airis securely integrated the data, ensuring proper categorization and compliance with privacy standards.

Customized Call Scripts

01

Airis worked with the firm to craft tailored scripts that resonated with potential clients, focusing on key financial services offerings.

02

The scripts included clear talking points and questions to qualify leads quickly.

Automated Calling and Lead Filtering

01

Airis initiated automated calls using natural language processing (NLP) to simulate human-like conversations.

02

The system automatically classifies leads—Interested, Not Interested, No Answer, Do Not Call, or Wrong Number.

Callback Scheduling

01

For leads expressing interest, Airis scheduled callbacks at times they preferred.

02

This ensured no missed opportunities and gave agents a clear schedule to follow.

Detailed Reporting

01

Upon completion of each calling cycle, Airis generated detailed reports that included:

02
  • Lead classification outcomes
  • Call recordings for leads marked as “Interested”
  • Organized callback times for easier agent follow-up

Implementation Timeline

Week 1:

Data integration and script creation

Week 2:

Testing automated calls on a small batch of leads

Week 3:

System-wide deployment to 20,000 leads

Week 4:

Review of initial results and fine-tuning scripts/filters

Results and Impact:

25%

Reduction in Operational CostsThe firm significantly cut down on agent hours devoted to repetitive tasks by automating the initial calling and lead filtering.

30%

Increase in Agent ProductivityWith unqualified leads filtered out, agents focused on high-potential prospects, boosting conversions and overall efficiency.

Enhanced Customer Engagement

Callback scheduling ensured interested leads were reached at convenient times, improving customer satisfaction.

Better Agent
Experience

Reduced workload and clearer follow-up schedules led to lower burnout rates, helping the firm retain top talent.

Scalability

Airis handled large call volumes without requiring additional hiring, giving the firm room to grow its client base without increasing overhead costs.

Through Airis, this financial services firm transformed its call center from a cost-heavy, manual operation into a lean, high-performing system. Agents now spend more time closing deals and nurturing interested leads, while Airis continuously generates detailed insights to improve the sales process.

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