Reducing Call Silence Saved €130,000 Annually on Productive Time

- 18% of productive time reallocated to value-driving activities.
- 2 percentage-point increase in First Call Resolution.
- 3 percentage-point rise in customer satisfaction (CSAT).
Reducing Call Silence Saved €130,000 Annually on Productive Time

- The attrition rate reduced from 14.1% to 8.2% in two years.
- €520,000 in savings from reduced training and unproductive time.
- 7% annual savings on labour costs.