Case Study – BT Safely Lowers Call Time by 8%

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Based on comparison between two calendar quarters, BT Business Direct improved its contact centre efficiency by:

Reducing call time by 8%
Improving average pick-up time by 27%
Lowering abandon rates by 4.5%

These improvements were made after the company moved to the Plantronics CS500 Series of headsets and allowed advisors to choose between three wearing styles, allowing for individual preference.

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

Case Study – BT Safely Lowers Call Time by 8%

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