TWG sees average handling time (AHT)
savings of more than 30%

Download TWG's full case study

The challenge

Like many other financial services organisations, updates to regulatory compliance had a significant impact on call duration for TWG; these updates can have a negative effect on customer experience. The dilemma for TWG was how to ensure compliance while maximising efficiency and customer satisfaction.

Project outcomes

  • Significant offset of compliance costs
  • Boosting productivity
  • AHT savings of more than 30%
  • Reduced agent training time
  • Improved agent morale and customer satisfaction.

The right information, in the right place, at the right time

Discover more about workforce management

The solution

TWG use QMax™ to plan, forecast and optimise call centre agent resources. More recently they introduced an easy-to-use interface (unified agent desktop) to allow agents to view all customer data. TWG then created a knowledgebase as a repository for common problems and their resolution.

​The result

Within weeks of operation, the goal of reducing process handling that affected AHT by 20 seconds per call had been exceeded by 50%. Agents use a structured search facility and gain diagnostic answers of increasing relevance and accuracy.

“The project was a perfect example of how an agile methodology
combined with... a flexible product can really work.”

Download TWG's full case study

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