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