Introduced a more focused, efficient approach to customer service tied to reducing customer ticket queues

Our client, a federal government shared services centre, was seeking to improve staff efficiency and customer service.

As part of a larger engagement, we were asked to help establish strong wiring to actively reduce the customer ticket queues and improve customer service.

Key deliverables

• A 75% reduction in customer ticket queue in six weeks

• Closure of 97% of tickets within service level agreement, up 8% from a baseline on 89%