Entrée réelle
- Source document
- [Section 1: Pilot results] The six-week returns pilot reduced average handling time from 18 to 12 minutes across 420 cases. Two of eight agents were not trained. [Section 2: Customer impact] Complaint rate was 3.1%, compared with 2.8% before the pilot; the team cannot determine causality. [Section 3: Recommendation] Operations recommends extending the pilot for four weeks and training the remaining agents. Finance has not approved the £6,000 training cost. A final rollout decision is planned for 30 November.
- Reader and decision
- The operations director must decide whether to request funding and extend the pilot.
- Length and evidence rules
- Maximum 220 words. Cite section names. Keep all metrics, limitations, costs, and dates.







