Driving the right calls project
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.