Lumen Ledger
Inbound coverage at every hour
“We answer every inbound call. About a third still reach a person, and those arrive with the account already pulled up.”
Priya Raman, VP of operations
Lumen’s callers wanted a balance or a payment date. The old IVR collected an account number and dropped them in a queue that opened at eight.
The agent verifies, reads the balance from the ledger, and can set an arrangement inside policy. Disputes and hardship language transfer immediately.
Coverage is now all day. Staff handle the third of calls that need judgment, and QA scores whether the required notice was spoken.