Case Study – BT Safely Lowers Call Time by 8% Related Articles 18 Workforce Management Case Studies How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) 15 Must-Try Ideas From the BT Contact Centre How to Safely Lower Average Handling Time © lily - Adobe Stock - 290139871 420 Filed under - Contact Centre News, Case Studies, Poly Based on comparison between two calendar quarters, BT Business Direct improved its contact centre efficiency by: Reducing call time by 8% Improving average pick-up time by 27% Lowering abandon rates by 4.5% These improvements were made after the company moved to the Plantronics CS500 Series of headsets and allowed advisors to choose between three wearing styles, allowing for individual preference. Author: Robyn Coppell Published On: 29th Nov 2019 - Last modified: 4th Dec 2019 Read more about - Contact Centre News, Case Studies, Poly Recommended Articles 18 Workforce Management Case Studies How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) 15 Must-Try Ideas From the BT Contact Centre How to Safely Lower Average Handling Time Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter