How Townsville Council lowered their AHT by 8 seconds

INDUSTRY

Council

REDUCTION IN TRAINING TIME

20%

DECREASE IN AHT (AVERAGE HANDLING TIME)

8sec

INCREASED IN INTERNAL SATISFACTION

25%

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:

  1. Increase first-call resolution
  2. Lower staff turnover rates
  3. 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 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

The Outcome

livepro was able to.

  1. Reduced training time by 20%
  2. Lowered average call handling time by eight seconds
  3. 26% increase in internal satisfaction