Case Study – BT Safely Lowers Call Time by 8%

An alarm clock showing 20 past ten on a pink background
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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

Published On: 29th Nov 2019 - Last modified: 4th Dec 2019
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