Balancing effective call handling times & excellent customer experiences with Boots

  • Identified calls that could be halved in duration whilst improving the customer experience

  • Delivered training on how to balance efficiency with a high quality customer experience

  • Advisers loved the guidance & their AHTs improved immediately after the training

“Into January we have seen average talk time decrease by approx 60 seconds which is huge and also across the One Health teams we are seeing consistent handle times of around 5 minutes which is good too. We are going to continue mopping up the remaining people on BALANCE training in Feb/March and also have got weekly optimisation meetings in place to review progress and individual performance to keep the focus on this.”

How we helped

The main driver for the project was to ‘Balance’ efficiency with a high quality customer experience, a common driver for training projects in modern contact centres. We spent one day on-site in Nottingham to research the training need and to confirm that the training would resolve the need identified. Further listening to call recordings off site was completed and opportunities found to reduce Average Handling Time (AHT) without loss of customer experience. It became clear how, through adviser soft skills, AHT could be reduced from 8 minutes to 4 minutes or less, whilst still giving an excellent customer experience! In some cases the experience was even improved, as conversations were simpler and faster for the customer.


The training was practical and fun, and advisers were able to create action plans to minimise their own AHT without compromising on customer experience. The advisers loved the guidance provided and the results showed in their AHT times reducing immediately after the training.

Other improvements took place alongside the training course, such as updates to the Knowledge Management System and Agent Desktop Optimisation (Salesforce) which were also currently impacting the AHT.

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