Case Study: ME Bank achieves 40% AHT reduction and boosts staff engagement with livepro

ME Bank cuts AHT by 40% and Achieves Exciting Staff Engagement

ME Bank, one of Australia’s leading direct banks with no physical branches, faced long call times and frustrated staff because its SharePoint wiki was hard to organise and search. To improve customer service and staff engagement, ME Bank selected livepro, a purpose-built knowledge management system, to give contact centre agents rapid access to accurate information.

livepro’s intuitive interface and powerful search drove high adoption—4,868 accesses in two weeks—and 92% of staff said the system was useful. As a result, ME Bank cut Average Handle Time from 10 minutes to 6 minutes (a 40% reduction), reduced training needs, boosted staff engagement and satisfaction, and achieved measurable cost savings thanks to livepro.

ME Bank

Sean McGinn

General Manager