Industry: Healthcare Region: EMEA Technology: UC/Customer Care
A well-known healthcare insurance company in Europe experienced a noticeable decline in customer satisfaction. It learned that its customers were irritated with the long waiting times and constricted timeframes in which they could seek help through telephone calls.
To fix the issue, Cisco CADI services were brought in to investigate a potential solution. Luckily, the CADI team had just released a set of pre-packaged applications that could be implemented rather quickly, including an “immediate and scheduled callbacks” app.
This technology gave the healthcare insurance provider a way to increase customer satisfaction and reduce waiting times. As soon as a caller calls in, that person can request an immediate callback if the estimated wait time is too long. The callback is placed within the queue and is initiated immediately when its turn comes and an agent is available. Callers can also call outside of working hours to request a scheduled callback, either for the same or next business day, depending upon the call center agents’ available working hours.
Supervisors can also monitor all the scheduled callbacks that are yet to be executed through a callback monitoring gadget, in which they can disable and prevent any callbacks they desire. For those who call in multiple times for the same issue, the callback management gadget can help provide useful information, such as callback type and time; initial call date and time; queue order; and total number of re-queues requested by the same number, so that agents can more quickly assist the caller.
In the end, the insurance provider was able to provide an easy way to help callers stay focused on their most important personal tasks while minimizing the amount of time spent waiting on hold for someone.
