Valentina Akpan: Founder of Rellatech, providing administrative and operations support to executives, founders, business owners and teams. Her background combines technical support, customer success, administration and operations.
The Starting Point
The customer's agents kept getting busy tones when they called back. From the customer's side it looked like dropped calls, with no clear reason.
What I Did
I went back through the account's history to see how the lines had been set up and changed over time. That showed their line limit was being miscounted, so calls were hitting the limit before they should have.
I passed it to engineering with what I had found, and they fixed how the lines were counted.
The customer was then told how many lines they have, so they know what to expect when their agents are busy.
What Went Into the Work
The account history
I checked how the lines had been set up and changed, rather than starting from the symptom.
The cause found
The line limit was being miscounted, which explained the busy tones.
Engineering handover
Engineering got the cause and the evidence, and fixed the counting.
A clear answer for the customer
The customer was told how many lines they have.
Why It Matters
The customer's agents could not reach the people they were calling back.
Finding the cause in the account history meant engineering could fix the counting, and the customer got a clear answer about how many lines they have.
Tools and Skills Used
Technical troubleshooting, account investigation, clear escalation to engineering and plain explanations for customers.
Who This Is For
This case study may be useful to you if you are:
- ●A telecom or VoIP provider whose support tickets stall because the cause is never found.
- ●A support lead who wants each escalated ticket to include the evidence along with the customer's report.
- ●A team that wants someone to review the account history before trying a fix.
Need help with similar work?
Tell me which support problems keep coming back and where your team gets stuck. I investigate tickets and escalate them clearly within the scope we agree.
Book a free call