Health insurance provider achieves message deflection capabilities

Champion-challenger channel shift model

A large private Australian health insurer wanted a channel shift strategy that improved messaging performance across their contact centre.

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Download this case study to learn:

In this case study learn how scaling up existing teams to support messaging achieved:

  • A net promoter score (NPS) of 61
  • A customer satisfaction score (CSAT) of >80%
  • A 94.13% quality average score.

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