CASE STUDY
20% reduction in customer complaints.

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Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?

P_Telecommunications provider improves net promoter score by 53%_AUG2023_inside

Download this case study to learn:

In this case study discover how a customer remediation model:

  • Decreased customer complaints by 20%
  • Reduced case management activity by 70%
  • Improved average handling times by 22%
  • Increase net promoter score (NPS) by 53%
  • Reduced customer transfer rates by 83%
  • Exceeded sales performance targets by up to 103%.


Download now for these insights and more.

HEALTH INSURANCE PROVIDER FACILITATES A CHAMPION-CHALLENGER MODEL FOR MESSAGE DEFLECTION

61

Net promoter score of 61

94%

94% average quality score

>80%

Customer satisfaction score of >80%

3:44

Time to first response of 3:44 minutes.

THE CLIENT

A leading private health and insurance provider.

THE CHALLENGE

The client wanted to increase deflection from voice to messaging channels to support for simple transactions and provide 'channel of choice' for customers across their contact center.

THE SOLUTION

The client wanted to achieve a 70% shift to digital services: from voice deflection to in-app messaging. Probe CX worked in partnership with the client's existing conversational AI platform, knowledge management and core contact systems to optimize message deflection for front-of-house teams.

As a result of collaborating on previous projects with the client, Probe CX already had a team of in-bound voice agents onshore. To assist with this project, Probe CX created a team of offshore messaging agents to work in conjunction with existing teams to ramp up and establish services. Probe CX established a structure that would ensure cross training and sharing of knowledge and the creation of subject matter experts enabling work to be carried out across all of the clients products and services.

55 full-time onshore voice channel employees
35+ offshore messaging agents.

THE RESULT

Over 12 months, Probe CX grew the messaging team to over 35 full-time staff working from one of our offshore locations. This team is achieving results above expectation with key metrics challenging their captive team and raising customer satisfaction to new heights. Since implementing the above solutions the client has seen the following results:

Net promoter score of 61
Customer satisfaction score of >80%
94% average quality score
Time to first response of 3:44 minutes.