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CASE STUDY

Leading courier and freight provider reduces AHT by 56 seconds while also lowering costs

Optimising call volume management
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A global leading courier and freight service wanted to improve efficiencies and reduce their cost to serve by making live chat their channel of choice.

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Download this case study to learn:

In this case study you will learn how the implementation of a volume management optimisation plan achieved:

  • Cost savings of $9.2k
  • A 3% call volume reduction for their frontline staff
  • A 56-second average handling time reduction for voice channels
  • An 18-second average handling time reduction for chat channels.


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