Townsville Council reduces AHT by 8 seconds & increases customer satisfaction
INDUSTRY
Council
REDUCTION IN TRAINING TIME
20%
DECREASE IN AHT (AVERAGE HANDLING TIME)
8sec
The Knowledge Management 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
