Velora Telecom
Velora Telecom cut average handle time 14% and identified churn-risk calls worth $2.1M in saved annual revenue
Velora Telecom's 900-agent support operation was measured almost entirely on speed, with no visibility into why handle times varied threefold across teams. Homayar's analysis found the real drivers — broken troubleshooting flows and unflagged cancellation intent — cutting AHT by 14% while surfacing churn-risk calls that retention teams converted into $2.1M of saved annual recurring revenue.
Results
- -14%
- Average handle time
- $2.1M
- Saved annual recurring revenue from churn-risk queue
- +11 pts
- First-contact resolution
- -87%
- BPO scorecard calibration disputes
The starting point
The challenge
Velora's technical support and billing lines handled 1.3 million calls a month across three outsourced sites and one in-house center. Average handle time ranged from 6.2 to 19 minutes for nominally identical issue types, and leadership could not explain the variance. Worse, customers signaling cancellation intent — comparing competitor pricing, asking about contract end dates, mentioning service frustration for the third time — were being handled as routine billing inquiries. By the time churn appeared in the data, the conversations that predicted it were thirty days old and unreviewed. The existing speech analytics tool produced keyword counts that nobody acted on.
The deployment
The solution
Velora connected Homayar to its recording infrastructure across all four sites, giving leadership one consistent measurement layer over in-house and BPO teams alike. The Issue Detection Agent mapped every call to a troubleshooting path and exposed where handle time was actually lost: two outdated modem-provisioning flows accounted for 31% of excess AHT on technical calls. The Insights Agent flagged cancellation-intent signals in real conversation context — not keywords, but patterns like competitor comparisons combined with repeated unresolved issues — and routed a daily churn-risk queue to the retention team. The QA Scoring Agent applied one scorecard across all vendors, ending the calibration disputes that had consumed monthly business reviews. The Coaching Agent identified which agents had mastered the fixed flows so supervisors could spread those techniques deliberately.
“We had been managing handle time with a stopwatch when the problem was the map, not the runner. Homayar showed us the broken flows, and the churn queue paid for the platform several times over in the first two quarters.”