With livepro in place, Blue Mountains City Council is now able to resolve calls more quickly and consistently than ever. In fact, thanks to livepro’s ease-of-use, the Council is seeing time savings across every step of its customer service interactions:
- Time to find information has dropped from 10 seconds to 5 seconds
- Time to read information has dropped from 15 seconds to 9 seconds
- Overall time to start delivering information has dropped from 25 seconds to 14 seconds
These savings represent more than a 50% reduction per call, and over the course of an average day they add up to over 50 minutes – that’s nearly 5 hours per week. This increased efficiency frees staff to spend more time on other projects.
The new system is so intuitive that the time required to train new team members has been dramatically reduced – but development doesn’t stop with the initial onboarding. livepro gives the Council access to up-to-date reports on staff performance and knowledge trends, which can be used to seamlessly create quizzes that help reinforce learning. At the same time, agents can provide targeted feedback that enables management to update and improve the system.