Case Study: Atlanticus Holdings Corporation achieves 14% AHT reduction, 100% compliance and 100% agent adoption with livepro

Enhances Operational Efficiency and Compliance withlivepro Knowledge Management

Atlanticus Holdings Corporation, a US-based financial services firm, was struggling with an outdated knowledge management system in its contact centers that led to low policy utilization (agents referenced official documentation less than 5% of the time), compliance gaps, longer Average Handle Time (AHT), slow system performance, and manual, error-prone announcement processes. To address these issues the company selected livepro’s knowledge management platform (implemented with support from integrator Insite) to modernize access to policies and streamline communications.

livepro centralized Atlanticus’s knowledge base and introduced intuitive features—dynamic search, the “Rocket” Q&A tool, and robust reporting—that made accurate information fast and easy for agents to use. As a result, Atlanticus achieved a 14% reduction in AHT (from 266 to 230 seconds), 100% agent adoption in targeted call centers, over 2,000 pieces of unique agent feedback, and full compliance across the deployed sites; the platform also improved employee and customer satisfaction and is being scaled and integrated across the business.

Atlanticus Holdings Corporation

Michael Gajeski

Documentation Manager