The call centre is the frontline in customer service for Australia's only private health insurer for the police community, yet outdated technology was holding it back. It was time to call in reinforcements.
The general manager of customer experience at Adelaide-headquartered Police Health had lost confidence that its phone service was providing appropriate levels of support. The existing system could not queue calls nor let workers know when callers heard a busy signal. IT limitations made it an arduous process to move operators in and out of queues.
In its search for more insights into call volumes and ability to manage peak demand, the 82-year-old company turned to QPC to scope out the requirements for a new telephony platform to better service its 50,000 members.
After evaluating a list of prospective providers, they chose to install PureCloud from Genesys.
With the new system deployed in six weeks, the improvements were numerous. PureCloud delivered a significant jump in contact centre productivity. Call abandonment has dropped significantly, and the centre is regularly exceeding the targeted service level. Managers can readily see how many calls are waiting in queues as well as assess average wait times and whether agents are meeting service levels.
The QPC project PureCloud has also delivered cost reductions of around 10 percent as a result of lower outbound call rates and better user licensing management.
Police Health has since rolled out PureCloud beyond the contact centre to other parts of the organisation, with everyone from senior managers to front-desk staff using the platform.
Daniel Zervaas, general manager of customer experience at Police Health, said: "Having a partner in QPC that was able to not only understand our requirements but to be able to educate, train and guide us through what was a challenging implementation in terms of short delivery timeframes and our limited resources was essential to the success of this project."
QPC is a finalist in the Optimising investments (Mid-range) category at the 2017 CRN Impact Awards. Follow this link for the full list of finalists. The winners will be announced at the Impact Awards dinner during the CRN Pipeline conference in Sydney on 6-7 April.
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