Call Center Hacks Wait Times with AI Solution

A leading Swiss health insurer faced challenges managing over 1.7 million annual calls and high customer expectations. To improve service, they implemented an AI-powered solution that offered call-backs, reduced peak-hour call volume, and streamlined CRM updates. This resulted in happier customers with shorter wait times and increased operational efficiency.

Client:

Founded in 1899, The CSS Group is a leading Swiss health and property insurer headquartered in Lucerne, Switzerland. With over 1.75 million insured people and 2,700 employees, The CSS Group is the market leader in basic insurance in Switzerland, boasting a premium volume of approximately 6.7 billion Swiss francs.

Problem Statement:

High call volume: CSS handles over 1.7 million phone calls per year, making it difficult to maintain short wait times and provide prompt service to all customers.

Customer expectations: High call volume combined with customer expectations for fast, accurate answers during peak times strained CSS’s ability to deliver exceptional service.

Peak hour strain: Surging call volume during peak hours overloaded agents, leading to extended wait times, missed calls, and, ultimately, a dip in CSS service quality.

Results:

☑️ 4,000 Call-Back Bookings: High customer adoption of the call-back option.

☑️ Reduced Peak Hour Call Traffic: CSS decreased wait times and call volume during busy periods by offering call-backs.

☑️ Improved Customer Experience: Shorter wait times and potentially prepped agents thanks to Spitch, led to happier customers.

☑️ Increased Operational Efficiency: Automating CRM updates through Spitch freed up agents and streamlined processes.

AI Solution:

CSS implemented an AI-powered customer dialog automation solution from Spitch Virtual Assistant to address high call volume and improve customer satisfaction.

This solution addresses several challenges:

● Long wait times: The system allows customers to opt for a call-back during peak hours, reducing congestion and wait times.
● CRM inefficiency: Spitch automatically transcribes customer inquiries and updates the CRM system, streamlining processes for agents.
● Unprepared agents: With call-back options and automatic CRM updates, agents can access customer information and prepare for the conversation in advance, leading to a more efficient and personalized experience.

By leveraging Spitch Virtual Assistant, CSS aims to transform call centers efficiently and elevate customer service to reduced wait times, improved agent preparedness, and streamlined data management.

References:

1. CSS Customer Service Excellence with Spitch Virtual Assistant and Return-Call Option

Industry: Insurance
Vendor: Spitch
Client: CSS Group