Case Study: Hornsby Shire Council achieves sub-3-minute AHT and improved customer satisfaction with livepro

Driving customer satisfaction Hornsby Shire reduces AHT by half to under 3 minutes

Hornsby Shire Council, which serves more than 140,000 residents, was hampered by an outdated knowledge-management approach: customer service agents relied on physical binders that were slow to use, required months of one-on-one coaching and contributed to calls lasting up to six minutes. Seeking a modern, searchable, cloud-based solution, the Council evaluated vendors and selected livepro’s knowledge management platform.

livepro implemented its cloud platform quickly (the solution was up and running in less than a week and initial training took minutes), worked directly with the Council on rollout and ongoing support, and made knowledge immediately accessible to agents. As a result, all operators were fully trained within weeks, Average Handle Time dropped to under 3 minutes, staff training requirements fell sharply, and the system logged thousands of accesses (4,868), improving response consistency and customer satisfaction.

Hornsby Shire Council

Jacqui Tomlins

Customer Service Manager