Case Study: Western Downs Regional Council improves customer service and cuts call times with livepro

Western Downs Regional Council cuts call times by 4% with livepro

Western Downs Regional Council faced a challenge as its Customer Contact Centre team struggled with an outdated knowledge management system. Staff had to juggle multiple sources, including reference books and the memories of long-serving employees, which led to long call resolution times, lengthy queues, and inconsistent answers for customers. This was impacting the council's ability to provide timely and accurate information to its community.

The council implemented livepro, a cloud-based knowledge management solution, to consolidate information into a single, searchable source of truth. The implementation coincided with major events including floods and the COVID-19 pandemic. Despite an 11% spike in call volumes, livepro helped the team cut call times by over 4% and queue times by 11%. The solution also boosted staff morale, improved interdepartmental relationships, and decreased training time by 60%.

Western Downs Regional Council