Avant initially piloted livepro with a small team, and the hype travelled fast – it wasn’t long before all call centre staff were asking to use the new solution! Now, operators trust the system. They can rapidly find answers without having to consult their peers, and they can be certain that those answers are correct. With livepro in place, Avant is seeing major performance improvements:
- AHT is down 20%
- Customer satisfaction is up 5%
- Employee satisfaction is up 13%
- First contact resolution (FCR) has increased from 50% to 67%
- Unhappy customer retention has increased from 40% to 70%
- Transfers have dropped by 33%
- Wrap-up time is down from 17 minutes to 7 minutes
What’s more, livepro has completely transformed the new employee induction process. The solution is so easy to use that staff can deliver outstanding service with minimal training:
- Onboarding now takes just 2 weeks, down from 3 months
- Speed to competency has been cut from 12 months to less than 1 month
Avant’s contact centre teams are now better positioned than ever to serve its doctor and medical student members. Every employee, whether they are experienced or brand new, has the tools to handle enquires quickly and accurately.
