Experiencing increased demand in your contact centre? Higher than average handling times (AHT) across all voice channels?
A national courier company wanted to route all mobile callers to the right live web chat agents or voice agents where possible. Enter Oration.
The results?
- Reduced average speed to answer (ASA) by over 40%
- Reduced average handling time (AHT) by 30 seconds
- Deflected 20% of voice calls to chat.