Townsville Council Knowledge Management Case Study

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Council

Townsville Council reduces AHT by 8 seconds & increases customer satisfaction

industry

Council

20

Reduction in training time

8 sec

Decrease in AHT (Average Handling Time)

The Challenge

During Cyclone Yasi, the Townsville City Council (TCC) Customer Service Centre had no access to their call centre. They had to rely on an outside call centre in Ipswich to handle their inbound calls and questions, revealing the need for a centralised knowledge management system.

The Objectives

Not only did the team want a system that could deliver rapidly changing information to all of their staff, they also wanted to:

Increase first-call resolution
Lower staff turnover rates
Reduce average handling time

TCC implemented livepro because of its proven ability to equip high-volume, process-driven businesses with a centralised system for information and processes with limited IT involvement.

The Outcome

livepro was able to.

Reduced training time by 20%
Lowered average call handling time by eight seconds
26% increase in internal satisfaction

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The time it takes to get our staff ‘job ready’ when new or after leave will also be dramatically reduced.

Megan Leavy,

, Executive Manager Customer Services at Townsville City Council

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Townsville Council reduces AHT by 8 seconds & increases customer satisfaction

Council

20

8 sec

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