ME Bank cuts AHT by 40% and Achieves Exciting Staff Engagement

Now that agents have the tools and confidence to effortlessly handle customer calls, staff satisfaction and engagement is skyrocketing. ME Bank took surveys before and after the livepro implementation
and found that, with livepro:

• 92% of staff felt that the new livepro Knowledge Management system was useful
• An additional 38% of staff agreed that they had access to all the information they needed
• An additional 61% of staff agreed that information in the system was accurate and up-to-date
• An additional 39% of staff agreed that information was easy to find

Everyone from agents and authors to managers love the new system. One agent, Aden Biedrzycki, comments: “It’s made my job easier by allowing me to find information a lot quicker.” And that opinion is echoed by Manager, Peter Danson: “People have taken to it very easily. It is very intuitive, and the feedback from all staff that I’ve talked to has been extremely positive.”

livepro is so easy-to-use that ME Bank no longer needs to spend so much time training agents – the system is designed to be used by anyone. Regardless of contact centre experience or tech savviness.

With staff able to work so much more effectively, the Communications Coordinator & Service Excellence at ME Bank, Hasan Sevik reports that the bank has successfully slashed call times, massively improving the customer experience. “Since implementing livepro, we have seen our AHT reduce from 10 minutes to 6 minutes. That’s a 40% decrease.” And as an added bonus, this AHT decrease is helping the bank achieve big cost savings.