Saving Citizens 100,000 Hours of Potential 'On Hold' Time Per Year

Facing high call volumes and long wait times, Newcastle City Council collaborated with FourNet to enhance their contact center's efficiency. They achieved this without significant technology investments or extra staff by:

Improving call routing to cut average wait times from 857 to 557 seconds, reducing caller "spin."
Centralizing workforce data for better insight into agent availability and productivity.
Streamlining processes, boosting calls answered weekly by 77%.

These measures improved customer service and saved Newcastle City Council £950k annually.

Discover the full case study for in-depth insights into these successful strategies.

Vendor:: FourNet
Posted:: Jul 30, 2024
Published:: Jul 31, 2024
Format:: HTML
Type:: Case Study

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