CASE STUDY | HEALTHCARE
Alleviating Abandonment Rates for a Leading Health Insurance Provider
In a year, Inspiro enabled significant improvements in the Client’s abandonment rate and other key metrics, like AHT, reliability, and quality of service.
BACKGROUND
Despite their substantial agent headcount, the Philippine arm of one of Europe’s leading health insurers was struggling with a high abandonment rate, as well as limited growth opportunities due to the high cost of hiring employees with a medical background.
HOW WE DELIVERED
To ensure consistent service levels, Inspiro balanced manpower cost-efficiency with round-the-clock domain expertise.
- Hired qualified full-time employees who completed Allied Health courses
- Upskilled agents to handle multiple service splits
- Streamlined processes for service inquiries and processing of medical availment requests through their email and mobile application
- Automated reports generation gave the Client a 360-view of important contact center metrics, thereby optimizing decision-making
IMPACT CREATED
5%
abandonment rate down from a high of 15%
97%
service level improvement from 40%
90%
quality score target exceeded
RESULTS
Inspiro surpassed all key metrics with these goal:
- Reduced abandonment rate to 5% goal from a high of 15%
- Improved service levels to 97% from 40%
- Exceeded 90% quality score target
- Achieved 100% reliability
- Kept AHT within target despite additional agent tasks and increase in complexity
