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CASE STUDY

IVR implementation improved caller efficiencies by 75%

Understand high-volume call drivers
IVR implementation improved caller efficiencies by 75% case study

One of Australia’s leading health and wellness groups, with over 900,000 members nationally, wanted to understand the driver behind the high volume of calls they received to identify ways they could improve their customer experience.

IVR implementation improved caller efficiencies by 75% case study

Download this case study to learn:

In this case study, you will learn:

How the implementation of a virtual agent:

  • How understanding caller intent led to cost savings of up to 233 hours per day for receptionists across all venues
  • How implementing an intelligent IVR solution led to efficiency improvements for 75% of the intents are recognised through caller deflection, automation or routing recommendations.


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