National courier company reduces average speed to answer (ASA) by 30%

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National courier company reduces ASA by 30% and AHT by 30 seconds

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.