1st Central

In less than 6 months we have recorded a 34 second reduction in AHT across all aspects of our Customer Services.  This is around a 5% reduction in the total AHT.  The most obvious reason for this is an across-the-board improvement in employee competence meaning we have far fewer escalations than pre-Nelly and less complaints/repeat calls that inevitably take longer to deal with.  Given the way that Nelly works and the fact that she takes a few months to truly understand what our people know and don’t know, we are expecting this trend to continue and to bring further operational improvements.

Darren Jeffery, Head of Operations

Take a look at our Call Centre Training Info from Elephants Don’t Forget