A fast-growing contact centre struggled with persistent background noise and frequent call drops that degraded call quality, forced repetitive explanations, and drove Average Handling Time higher—ultimately frustrating customers and threatening the company’s reputation. To restore clarity and stability, the organization partnered with a consultancy to deploy AI-powered noise cancellation and a 24/7 omnichannel support platform that isolated agent voices and filtered ambient distractions. The intervention delivered striking results: AHT fell by 12%, repeat calls dropped by up to 25%, and customer satisfaction surged from 81% to 90%. Sales rose 14% and transaction processing accelerated by 86%, transforming both operational efficiency and the customer experience.

Case Study Source: Datamatics

Problem Statement

A fast-growing contact centre faced persistent background noise and frequent call drops that blurred conversations, forced repetition, increased Average Handling Time (AHT), and drove repeat calls—hurting efficiency and the customer experience while threatening its reputation.

Goal

Restore call clarity and call stability, streamline support operations, and improve service outcomes by lowering AHT, reducing repeat contacts, and lifting customer satisfaction.

Challenges

Constant background noise from nearby agents, office equipment, and street sounds made calls hard to follow and forced repetition.

Frequent call drops led to customer callbacks and added to agent workload.

Average Handling Time kept rising due to unclear conversations and repeated explanations.

Customer frustration increased, putting the company’s reputation at risk.

Actions

The consultancy implemented an AI-powered noise cancellation solution that isolated the speaker’s voice.

Filtered ambient disturbances such as chatter and keyboard noise to ensure clear audio.

Deployed a 24/7 omnichannel contact centre integrated with the noise cancellation capability.

Streamlined support operations to improve issue resolution, enhance engagement, and deliver a smoother service experience.

Impact:

Clearer calls and stable support improved overall service quality and operational efficiency, with CSAT climbing to **90%**.

A robust 24/7 omnichannel model strengthened reliability and customer engagement.

Significant efficiency gains—including an **86%** cut in processing time—reduced friction for both customers and agents.

The Challenge

A rapidly expanding contact centre was struggling with two fundamental problems: poor audio quality and unreliable connections. Agents battled constant interference from colleagues talking nearby, office machinery, and even traffic noise from the street. This din made it nearly impossible for customers to hear properly.

Dropped calls compounded the issue. Customers had to ring back repeatedly, piling more work onto already stretched teams. Each conversation took longer because people had to keep asking “What did you say?” Call times crept upwards. Customers grew increasingly irritated, and the centre’s reputation began to suffer.

The business needed a solution—fast.

The Approach

A consultancy stepped in with a technology-led fix. They installed an AI noise suppression system that could pick out a speaker’s voice whilst blocking everything else. Keyboard clatter, office chit-chat, background hum—all filtered out in real time.

But they didn’t stop there. The team built a round-the-clock support hub that worked across every channel—phone, email, chat, you name it. The noise-cancelling tech was baked right in. They also redesigned workflows to help agents resolve issues faster and keep customers more engaged throughout.

The insight here is straightforward: fixing audio quality alone isn’t enough if your underlying processes are broken. You need both clean sound and smooth operations.

The Results

Calls Got Shorter

Time spent on each call dropped by 12%. When people can actually hear each other, they don’t waste minutes repeating themselves.

Fewer Callbacks

Repeat calls fell by 20–25%. Customers weren’t phoning back because their first call had been interrupted or they hadn’t understood the answer. Agents could breathe a little easier.

Sales Climbed

Revenue went up 14%. Clearer conversations build trust. When customers feel heard and understood, they’re more likely to buy.

Happier Customers

Satisfaction scores jumped from 81% to 90%. That’s a meaningful shift, reflecting not just better technology but a better overall experience.

Dramatically Faster Processing

Transaction handling time plummeted by 86%. This wasn’t just about audio—streamlined processes meant agents could wrap things up far more quickly.

What It All Means

Crystal-clear audio and stable connections transformed service quality across the board. The 90% satisfaction score tells its own story.

Having a reliable, always-on support model across multiple channels strengthened customer trust and made the service feel more professional. And those huge efficiency gains—especially that 86% reduction in processing time—made life easier for everyone: customers got faster answers, and agents faced less frustration.

The takeaway? Technology solves technical problems, but real impact comes when you combine it with smarter ways of working. This centre didn’t just fix its sound issues—it reimagined how it delivers support.