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Case Study:

Comparing Human Call Center Efficiency vs. Airis

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Background

A mid-sized telecommunications company ran a traditional call center with over 40 human operators. Despite ongoing training and performance reviews, they consistently struggled with high labor costs, agent burnout, and missed opportunities in lead follow-ups.

Key Pain Points

  • High Operational Costs: Salaries, benefits, and continuous training for 40+ agents.
  • Inconsistent Performance: Some agents excelled, but others lagged, leading to varied customer experiences.
  • Limited Scalability: Meeting high-volume demands required hiring and onboarding more agents.
  • Missed Follow-Ups: Busy agents often fail to keep track of callbacks and potential upsell opportunities.

Objective

To compare the efficiency and return on investment (ROI) of the existing human-operated call center with Airis, an AI-driven call center solution that automates outreach and lead engagement.

Industry

Telecommunications

Methodology

Pilot Period

01

Duration:

Four weeks.

02

Sample Size:

Size: 15,000 leads, split evenly between the human-operated call center (7,500 leads) and Airis (7,500 leads).

Metrics Tracked

01

Contact Rate:

Percentage of leads successfully reached.

02

Conversion Rate:

Percentage of leads expressing interest or signing up for a service.

03

Average Handling Time (AHT):

Time spent per lead or call.

04

Cost Per Conversion (CPC):

Total operational cost divided by the number of converted leads.

Data Analysis

01

Results were compiled at the end of each week for both groups.

02

Agents in the human-operated center were not given additional AI tools, ensuring a clear distinction between methods.

Implementation Details

Human Call Center Group

01

Staffing:

40 agents, two team leaders, one manager.

02

Process:

  • Agents dialed leads manually or via a basic auto-dialer.
  • Any callback requests were noted by individual agents and scheduled in a shared calendar.
  • Leads were classified as Interested, Not Interested, or Could Not Be Reached.

Airis Group

01

Setup:

  • Airis was configured with a custom script tailored to the company’s telecom services.
  • Leads were segmented by region and service interest.
02

Process:

  • AI-powered calling initiated automatically, employing speech recognition to understand responses.
  • Leads were filtered into Interested, Not Interested, No Answer, Do Not Call, and Wrong Number.
  • The AI recorded and scheduled callback times, ensuring no manual oversight.
  • Detailed reports were available in real time.

Implementation Timeline

Human Call
Center

Contact Rate

82%

65%

Conversion Rate

18%

12%

AHT

2minutes/lead

5minutes/lead

CPC

$10

$18

Callback AccuracyPC

95%

72%

Key Observations

Higher Contact Rate:

Airis’s automated and continuous calling approach reached more leads, especially during off-peak hours when human agents were unavailable.

Improved Conversion Rate:

By filtering out unqualified leads, Airis allowed the company’s sales team to focus on high-potential prospects, increasing overall conversions.

Faster Handling Time:

Airis engaged multiple leads in parallel, reducing the average time spent per lead.

Lower Cost per Conversion:

The telecom company spent less while converting more leads.

Accurate Callbacks:

Airis automatically scheduled and delivered reminders, reducing missed appointments and boosting customer satisfaction.

Financial & Operational Impact

Operational Cost Reduction:

The company estimated a 30% decrease in labor costs by scaling back the number of human operators needed for initial outreach.

Increased Scalability:

Airis handled thousands of calls without hiring additional staff, making it easier to manage high-volume campaigns.

Better Agent Utilization:

With unqualified leads filtered out, the remaining human agents focused on closing deals, further boosting sales performance.

This case study highlights the clear advantages Airis provides over a traditional human-operated call center in terms of cost efficiency, scalability, and lead engagement. While skilled human agents excel at nuanced conversations and complex customer needs, Airis efficiently manages repetitive tasks, callbacks, and lead filtering—ultimately allowing businesses to allocate human resources where they’re most needed.

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