They were receiving an excessive amount of calls, many of which were not revenue generating, or couldn’t be automated, or the process couldn’t be improved.
We built a call reduction plan that only drives the valuable calls in the call center.
40% reduction in calls.
Building a technical automation roadmap to drive low value calls through an app and IVR self service, and via a business process reengineering exercise, we simplified processes which ultimately resulted in fewer calls.
Driving the right calls project