Industry News

Case Study – BT Safely Lowers Call Time by 8%

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Published On: 5th Aug 2026 12:20

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.

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