Case Study: Hornsby Shire Council reduces average handle time with livepro

Hornsby Shire Council cuts AHT to under 3 minutes with livepro

Hornsby Shire Council faced a challenge with its outdated knowledge management system, which relied on physical binders that were difficult for agents to use. This led to long average handle times (AHT) of up to ten minutes per call and required months of training for new staff. The council partnered with vendor livepro to implement its cloud-based knowledge management platform to modernize its customer service.

By implementing livepro, the council consolidated its knowledge into a single, searchable platform. This solution was intuitive and required minimal training, with the entire staff becoming competent within weeks. As a result, the average handle time was dramatically reduced by half to under three minutes. livepro also provided extensive support throughout the transformation process, ensuring a smooth and successful implementation.

Hornsby Shire Council