Case Study: How a European Fintech Cut Average Handle Time 32% in 90 Days
A Series B European fintech came to us with rising AHT and falling CSAT. Here's the 90-day intervention — including the two changes that drove most of the impact.
The diagnosis that broke the assumption
The client arrived convinced they needed to scale headcount. Two weeks into the audit it was obvious that adding agents was actively making things worse — every new hire was learning a broken taxonomy and writing inconsistent responses against an outdated KB. The fix wasn't more people. It was a structural reset to the data and process foundation those people relied on.
Why the two workstreams worked together
Taxonomy + KB are conjoined twins. Fixing one without the other doesn't move the metrics. The reason 32% AHT reduction was sustainable (it held through Q2) is that agents were now searching a KB that matched the taxonomy they were tagging tickets against, and the AI-suggested responses had clean training data to draft from. Each workstream made the other one work.