Executive Summary
An Australian insurance provider reduced wait times and improved member satisfaction by uncovering 12 optimisation opportunities, implementing quick wins, and establishing a strategic roadmap underpinned by AI technology and streamlined processes.
Client Overview
A nationally recognised insurance company serving customers across home, health, and motor portfolios. The organisation aimed to modernise its contact centre operations to enhance responsiveness and deliver a more consistent, high-quality customer experience.
Challenge
The insurer’s contact centre struggled to manage rising customer expectations and fluctuating volumes, particularly during claims surges and renewal cycles. This led to:
- Long wait times during peak periods.
- High repeat contact rates from unresolved enquiries.
- Increased complaints about delays and inconsistent service.
- Strained agent capacity due to manual processes and multiple legacy systems.
The client required a strategic transformation of its service model to improve operational efficiency and elevate the customer experience.
Solution
We applied a data-led discovery and design framework to identify gaps, validate root causes, and prioritise improvements.
Key activities included:
- Contact Centre Data Analysis: Reviewing call drivers, handle times, and transfer frequency.
- Root Cause Hypothesis Testing: Pinpointing bottlenecks impacting resolution and service quality.
- Opportunity Matrix: Ranking initiatives by effort versus business impact.
- Implementation Roadmap: Combining quick wins with longer-term transformation initiatives.
Recommendations covered:
- Deployment of a Conversational AI IVR to handle routine claims and policy enquiries.
- Introduction of a chatbot to reduce low-value calls and extend service outside business hours.
- Reengineering 7 priority processes to reduce duplication and manual effort.
- Establishing a Quality Assurance framework aligned to member satisfaction goals.
Outcome
The engagement delivered measurable improvements:
- 12 opportunities identified across processes and technology.
- 6 quick wins implemented within the first quarter.
- 3 strategic initiatives prioritised for execution over the next 12 months.
- Reduction in average wait times by 20% during peak events.
- Improved resolution rates through process redesign and AI-enabled routing.
- Enhanced visibility of repeat contact drivers through new real-time reporting.
Strategic Value
The insurer is now positioned to operate a future-ready contact centre that balances efficiency with customer care. With a roadmap grounded in both quick wins and strategic opportunities, the business can:
- Scale effectively during peak demand.
- Provide customers with faster, more consistent experiences.
- Equip agents with simplified workflows and tools.
- Build a culture of continuous improvement, supported by real-time insight.