Case Study: Redditch Borough Council reduces call wrap-up times by 90% with Brightmetrics

Redditch Borough Council cuts call wrap-up times by 90% with Brightmetrics

Redditch Borough Council, a UK government body serving over 80,000 residents, faced significant challenges in its contact center. High call abandonment rates of 35% and inefficiently long call wrap-up times were unsustainable. Using their Mitel phone system, they lacked any real-time data visibility to diagnose these issues, as all performance tracking was done manually. The council turned to vendor Brightmetrics to implement its analytics and reporting solution to gain insights and drive improvements.

Brightmetrics provided a solution that integrated seamlessly with the existing Mitel system. It delivered powerful analytics, real-time monitoring via TV dashboards, and actionable reporting. This enabled the council to identify inefficiencies, provide targeted agent coaching, and proactively manage call queues. As a result, Brightmetrics helped Redditch Borough Council reduce its call abandonment rate from 35% to just 4-5% and slash call wrap-up times by nearly 90%, from 25-30 minutes down to four minutes or less, dramatically improving agent performance and resident satisfaction.

Redditch Borough Council