A leading telehealth company lowers call centre costs without compromising CSAT scores
Challenge
A fast growing Telehealth provider wasn’t able to expand its call centre to meet growing demand. It already had 1000+ call centre staff over two sites, hiring and training more agents was too costly and difficult to manage.
Solution
The provider implemented a Voice AI solution which successfully automated a third of inbound calls. Customers were able to resolve requests such as updating credit card or mailing addresses and provide payment information with 90% success rates and zero wait times. Now the company offers 24/7 service with zero hold times, no matter how many customers they get.
Outcome
- Automated 33% of inbound call volume
- Steeply lowered costs
- 83% reduction in average handling time
- 94% of calls successfully resolved
- Increased CSAT score to 4.4
Our approach is focussed, hands on and delivers material business outcomes
Unlocking Competitive Advantage
