CSI launched a Health Savings Accounts (HSA) IVR in September, 2006 with many automated features. Account balance and recent transaction information were the most commonly accessed features by callers. The client was very satisfied with the CSI account team, the ease of launch, and the savings they were seeing in the call-center as the result of increased automation. Also, they were now offering their customers a service they didn’t have before: after hours and weekend self-service, as the IVR is always available.
To build on that success, the CSI Continuous Improvement and Account Team engaged the client to review IVR performance data and worked with the call center to understand the activities performed by agents. The team identified three key areas that could be automated within the IVR to further save agent talk-time. The three new features identified and subsequently integrated into the IVR were:
- Automated PIN Change Requests
- Playback of key Mailing Date and account Activation Date information for new enrollees
- Ability to review address on file settings and hear instructions on how to change them if necessary
These changes netted significant savings for this customer. 40% of PIN change requests are now processed through the IVR, yielding an 8.5% increase in containment, bringing the overall containment rate to 62.5%. This increase in automation is saving our client 12 agents or $350,000 annually. This customer has consistently maintained a 94% customer satisfaction rating by their customers when they made the switch to CSI and through this additional functionality being implemented.
Filed under: Contact Automation, Contact Centers, Continuous Improvement, Cost Savings, Health Savings Program
