Case Study: Contact Center Services Provider achieves sustained average handle time reduction (150 hours/month) with Snowfly

Call Center Reduces Agent Average Handle Time

Contact Center Services Provider engaged Snowfly to tackle rising average handle times for agents handling inbound utility calls. The customer’s challenge was reducing call resolution time without compromising quality; prior incentive efforts produced only short-term gains because inconsistent administration caused waning agent interest.

Snowfly implemented a cloud-based agent gamification program with daily recognition criteria (daily AHT ≤ 358 seconds, at least 15 calls handled, and good quality standing). Agents earned tokens to play a quick online game for points (valued at $0.01 each) redeemable for gift cards. With Snowfly the center’s average call time fell from 370 seconds to 362 seconds, saving about 150 hours per month and producing meaningful staffing and operating cost reductions while maintaining call quality; the program was then rolled out to additional locations.