Case Study: Townsville City Council achieves 8-second AHT reduction and higher customer satisfaction with livepro

Townsville Council reduces AHT by 8 seconds & increases customer satisfaction

Townsville City Council (TCC) faced critical gaps in customer service control and disaster response after Cyclone Yasi when its Customer Service Centre had to rely on an external call centre. To provide consistent, user-friendly access to accurate information and improve first-call resolution, TCC selected livepro’s cloud-based knowledge management solution.

livepro implemented a centralized, easy-to-maintain knowledge platform that sped up onboarding, enabled anywhere access to critical information, and reduced errors across the CSC. As a result, Townsville City Council cut average handling time by 8 seconds, decreased on-hold time by 12 seconds, improved disaster response and customer satisfaction, and saw enthusiastic staff adoption.

Townsville City Council

Megan Leavy

Executive Manager Customer Services