INSURANCE
40% increase in call containment
Automated service for a nationwide network of service providers.
The challenge
The insurer faced challenges serving its 12,000 service providers across the country. The high volume of requests involving customer confirmation, service transfers and other matters overloaded the 120 available agent positions.
Providers were also accustomed to direct contact with human agents, making the transition to automated service a significant cultural challenge.
Results achieved
- 40%
40% containment of 285,000 monthly calls
Immediate reduction in average handling time
Lower operational and telecom costs