Case Study: Fonebox Calls

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Last week saw little impact from Cut Over 4. The team received 12% or 714 more calls which have predominately been due to an increase in billing enquiries.
As CCRs worked through the billing enquiries, we saw Average Handling Time in Customer Care increase by 31 seconds to 4:38.
The team responded well by actioning Fonebox messages and wait queues promptly. Last week saw another drop of 4.7% in Fonebox calls.

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