Customer Experience Management Solutions and Consultants

The Challenge

The contact centre of one of Australia's major health insurers were constantly failing to achieve basic service level targets.  A recent CRM implementation had increased call times by 20% across the board.  The business believed that call automation could add value but had little detail to support this view.

Our Solution

Our team performed detailed contact and performance analysis to identify opportunities to:

• Reduce unnecessary and value destroying contacts
• Automate contacts using existing technologies and IVR and Natural Language
• Improve within and post call processes and use of CRM system
• Improve staff performance
• Increase retention and cross sales via upselling

We then worked with the management team to prioritise potential intiatives and plan a program of change. 

Results

Retention and cross sell opportunities were identified with potential on 10% of calls.  Overall operational efficiency was improved by 20%, and call volumes were reduced by 10%.