Case Study: eBay Enterprise achieves 17% average handle time reduction, $2.4M savings and improved customer experience with NICE Systems

Improving the Customer Experience and Overall Efficiency

eBay Enterprise provides Intelligent Commerce Care, handling inbound sales and service for large retailers with roughly 3,800 agents at peak and about 1,200 off season, processing ~20 million contacts a year across phone, chat, email and social. The company faced typical large call-center challenges—excessive and inconsistent average handle time (AHT), multi-touch contacts, wide variation in agent performance, and uneven quality assurance—while rapid client growth increased labor needs and cost-per-contact pressure.

eBay Enterprise deployed NICE Interaction Analytics, Interaction Recording and Quality Management to analyze specific call types, redesign SOPs and phone routing, and feed targeted QA insights into training and onboarding. This cross-functional effort reduced silence and repeat contacts, improved routing and agent performance calibration, and delivered a 17% AHT reduction and $2.4M in cumulative savings over 21 months for a single client, materially improving efficiency and the customer experience.

eBay

Tom Barone

Interim Head of Omnichannel Operations