How One Team Cut Average Handle Time by 7%—in Just 60 Days
486 minutes
of productive time reclaimed per agent
7% improvement
in average handle time
Reduced
frontline leader workload
Summary
A leading not-for-profit organization supporting millions of members with emergency roadside services aimed to streamline its workforce operations and reduce inefficiencies tied to manual processes. By adopting Intradiem’s customer service automation, the organization unlocked real-time responsiveness—automating exception management, optimizing breaks and lunches, and delivering off-phone activities without disrupting service levels.
The pilot program delivered immediate results across key performance metrics and agent satisfaction. Based on that success, the organization expanded Intradiem’s automation across a wider portion of its workforce, with additional solutions now in place to further enhance productivity, engagement, and operational consistency.
The Challenge
A not-for-profit company providing emergency roadside assistance to millions of members was looking for ways to streamline manual workforce processes. They wanted to:
- Automate early/late break and lunch adjustments to optimize adherence management
- Reduce nonproductive call times like hold and after-call work to enhance customer experience
- Dynamically deliver training, communications, and other off-phone tasks to agents
Snapshot
Industry: Automotive and Travel Services
CHALLENGES
- Manual processes made time and exception management inefficient
- Breaks and lunches couldn’t be optimized in real time
- Training was frequently delayed or disruptive
INTEGRATIONS
ACD
WFM
Why They Chose Intradiem
Before implementing Intradiem, the company relied on manual processes to manage agent schedules and handle time making their workforce highly labor-intensive. Intradiem’s automation capabilities provided the ideal solution by:
- Automating exception time management to improve efficiency
- Sending real-time break and lunch offers when call volume allowed, significantly boosting agent satisfaction
- Enhancing training automation to ensure agents received training at optimal times without disrupting service levels
The Results
The company launched a 60-day pilot. The impact was significant.
Key capabilities deployed:
- Dynamic Delivery – 486 minutes per agent (2,108 hours total) with 8,618 dynamic assignments completed
- For teams that previously had no structured process for managing Average Handle Time (AHT) outliers, AHT improved by 7%
- Teams with extensive manual processes for call handle time management were able to significantly reduce the workload for frontline leaders, freeing up their time for higher-value tasks
Seamless Integration and Implementation
Intradiem worked closely with the company to integrate seamlessly with their existing Workforce Management (WFM) and Automatic Call Distributor (ACD) providers.
The company successfully implemented Handle Time Automation (HTA), enabling real-time operational efficiencies and reducing the burden of manual workforce management.
Conclusion
By leveraging Intradiem’s automation, the company improved both customer experience and agent satisfaction while optimizing operational efficiency. Their pilot success highlights the power of automation in transforming workforce management and reducing manual workloads. Following the pilot, they expanded Intradiem’s automation solutions across a broader segment of their workforce and implemented additional solutions, including Attendance Management, Recognition, Agent and AUX State Analysis, Coaching, and Enhanced Staffing.
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