Moving Beyond Average Handle Time (AHT): What Metrics Really Matter in Contact Centres
Introduction Average Handle Time has long been a standard contact centre metric, but focusing on AHT alone can undermine customer experience. The Limitations of AHT Reducing AHT often encourages rushed interactions, repeat contacts, and unresolved issues. Metrics That Matter More First Contact Resolution (FCR) Resolving issues the first time improves satisfaction and reduces overall contact […]
Why Outsourcing Customer Support Is a Strategic Response to Rising Minimum Wage Costs
Introduction Rising minimum wage requirements are placing increasing pressure on UK businesses. Maintaining in-house customer support teams is becoming more expensive, forcing organisations to seek sustainable alternatives. The Cost Challenge Higher wages, benefits, and compliance costs significantly increase the total cost of employing in-house teams. Outsourcing as a Strategic Solution Cost Predictability Outsourced models […]
Enhancing Customer Satisfaction Results
Enhancing Customer Satisfaction Results Background We were requested by our international retailer client to provide help developing the customer satisfaction scores for their JLR (Jaguar Land Rover) businesses. The business was achieving Customer satisfaction results (CSI) lower than they felt comfortable with and had identified this as a key area for business retention, growth, and […]
