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.
