ScoreFast™ Reduced Average Handle Time (AHT) at an Enterprise Contact Center by 23%

by Dec 18, 2018Contact Center, Success Stories

Success Story

Contact Center: ScoreFast™ Reduced Average Handle Time (AHT) at an Enterprise Contact Center by 23%

A large US enterprise with over 200 agents used manually encoded rules within their legacy contact center to manage the sales and support experience for their customers. As business conditions and customer and agent information changed, these rules got outdated and the enterprise was unable to respond in an agile fashion to take advantage of this new information to serve their customers effectively. This in turn led to increased Average Handle Time (AHT) which led to a substantial degradation of service levels and resulted in poor customer experience. The customer satisfaction levels suffered and there was a reduction in their cross-sell and up-sell opportunities.

Using ScoreFast™, ScoreData was able to take advantage of the newly available data to leverage smart routing to reduce the Average Handle Time by 23% from 391 seconds to 301 seconds as shown below.

 

In addition to smart routing, ScoreFast™ also leverages Agent Empowerment through dynamic scripts to distribute the calls more uniformly by moving some calls from highly skilled agents to lower skilled agents, reducing burnout across the higher skilled agents and improve agent utilization across the contact center.

 

In the above figure, ScoreFast™ ensures more optimal distribution of calls and the handle time per agent.

By utilizing the ScoreFast™ platform, the customer was able to reduce AHT resulting in significant improvement in service levels and increased customer satisfaction, reducing churn and improving cross-sell and up-sell.

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