Case Study: The Office Gurus reduces average handle time by 1.28 minutes and increases script adherence 63% with LiveVox SpeechIQ®

How The Office Gurus used insights from LiveVox SpeechIQ® to lower average handle time for America’s leading home improvement retail company

The Office Gurus, a leading BPO operating contact centers in El Salvador, Belize, Jamaica, and the USA, was facing rising average handle times in a complex customer-care operation for a major home improvement retail client. To diagnose and fix the problem they partnered with LiveVox and deployed LiveVox SpeechIQ® conversation analytics and automated scorecards.

Using LiveVox SpeechIQ® analytics, The Office Gurus identified that opening calls by requesting a product ID—rather than using open-ended prompts—cut talk time, then implemented a new script, IVR prompts, and targeted coaching tracked with LiveVox automated scorecards. In four weeks AHT fell from 9:07 to 7:50 (a 1.28-minute reduction), script adherence rose 63%, and the improvements are projected to save the client about $170,000 annually while boosting customer and client satisfaction.

The Office Gurus

Jaimie Bell

Vice President Client Solutions