If you’re responsible for contact centres, one of our experts will discuss Customer Experience and Employee Engagement goals, and the system you need in place to avoid missing them.
GAME ON: How to increase sales, productivity and customer experience by turning your managers into High-Performance Coaches
“Within 5 months, ‘call handling time’ reduced from around 7 minutes to less than 5 minutes 30 seconds. This reduction led to a dramatic decrease in ‘average wait time’, improving our clients’ experience and enabling our clients to access more support through the phone channel. We also made considerable savings in telecommunications costs. During this time staff engagement also improved beyond the public sector benchmark.”
-George Van Ooyen, Group General Manager Client Service Support at New Zealand Ministry of Social Development
“Using BravaTrak’s High-Performance Coaching system in our contact centres, ‘call handle time’ dropped by 65 seconds, ‘quality of calls’ went up – calibrated by an external Quality Auditor – and ‘customer availability’ increased from 50% to 95%.
“I estimate BravaTrak helped us create an annual saving of $300,000. But the important thing is we achieved better service levels with fewer staff. So not only did we reduce costs but we also improved time to answer calls from a customer perspective.”
-Dwina Dickinson, former Head of Retail Operations, Contact Energy
“Using BravaTrak has increased our employee engagement to a world-class level. Within 4 months of starting to use BravaTrak, employee engagement had increased by 18%. Over the following 12 months, employee engagement improved by 37% and achieved the World Best Practice benchmark.”
-Devinia Liddelow, former People Capability & Change Manager
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