Case Study: a mobile game advertising company reduces handle time with PartnerHero Quality Team

mobile game advertising company’s CS department cuts AHT by over 1 minute with PartnerHero

PartnerHero worked with the customer service department of a major mobile game advertising company that was facing high average handle times (AHT) of over eight minutes per interaction. The company also struggled with a long ramp-up period for new agents, which took eight weeks or more for them to reach peak performance.

The solution implemented by PartnerHero involved a dedicated quality team that conducted a time-in-motion study to analyze workflows. This led to the creation of a streamlined process that eliminated wasteful steps. As a result, PartnerHero helped reduce AHT by over a minute to under seven minutes and enabled new team members to immediately hit the AHT target right after their training phase.

Mobile Game Advertising Company’s CS Department