Use Case: Customer Experience Call Centre

Challenge: The Call Centre

Complexity of the insurance product combined with a lack of documented processes led to multiple calls to resolve a single issue.

Actions:

  • Created processes for the capture and codification of knowledge.
  • Developed a searchable knowledge base.
  • Reviewed the IVR system and introduced a webchat tool
  • Overhauled the help centre, repairing its gaps & inconsistencies.

Outcomes:

  • 93% reduction in basic queries to the support team.
  • 44% reduction in more complex queries.
  • Reductions in cost-to-serve.
  • Improved identification of cross and up sell opportunities.