SPECIALIST INSIGHT
In fact , ACT has contributed its own intellectual property to the development of College Ave ’ s contact centre , according to Chas . “ They ’ ve come up with solutions to problems I didn ’ t know I had . Combined with a willingness to push back and discuss my requirements as a client , it has set the stage for years of success .”
One example was the pandemic , where ACT front-footed matters with a work-fromhome proposal . “ They had thought through the operational complexity of a large lift and shift , and delivered ,” said Chas . “ If you ’ d asked me in 2016 if we ’ d ever work from home , I would have said ‘ no .’ Now , convincing me of the necessity to return agents to the office would be difficult .”
There ’ s hard evidence of the performance of College Ave ’ s contact centre : it has exceeded all Key Performance Indicators by a wide margin .
• Abandon rate ( calls ): Target 3 %, achieved 1 %.
• Average speed of answer : Target 30 seconds , achieved 12 seconds .
• Abandon rate ( chats ): Target 3 %, achieved 2 %.
• Emails : Average speed of answer : Target 24 hours , achieved 4 hours .
Again , Chas credits – and re-emphasises – relationships for ACT ’ s ability to flexibly respond to College Ave ’ s requirements . “ This is the single most important factor . We ’ ve effectively worked with the same leadership team and the same points of contact for six years . Many of our agents have been on this account since 2016 . That ’ s unheard of in this industry . “ Simply put , ACT enables College Ave to deliver on our vision of best-in-class customer experience .” � www . intelligentfin . tech
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