Case study: Healthcare

Improving experience with projected cost savings of $1.5 million

Client background

The client is a leading payer in the US.

Business challenge

The Sagility team identified that 32% of payer calls handled by the contact center were low complexity. Additionally, negative customer sentiments were observed when waiting for an available representative during peak hours. Such low-complex issues can potentially be handled in the IVR as self-service options.

The solution

The team enhanced IVR self-service capabilities by adding the low-complex issues to the options, prioritizing ease of use. To address this problem, we:

Leveraged subject matter expertise to determine types of calls that can easily be resolved through IVR
Mapped IVR system integration requirements to ensure information accuracy
Used industry standard guidelines in designing IVR enhancements

Results

We delivered significant benefits to the client.

Up to 10% potential reduction of contact center volume

~120K calls deflected in 3 months, which equates to 1% of enterprise volume

$1.5M in potential savings through call deflection

24% increase in IVR adoption (from 34% to 58%), which improved the resolution rate from 16% to 54%

Global locations

USA • India • Philippines • Jamaica • Colombia

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