Application takes 100M calls…..at a 97.7% automation rate – wow

As announced in a recent press release, we have processed over one billion calls – a milestone by any measure. 

Today we are proud to announce that a single application has passed the 100 million call mark, in fact, the application recently took over 9 million calls in a single month.  This Benefits application has outstanding performance; a 97.7% automation rate,  even though callers have the option of a live agent!

As a testament to our Continuous Improvement Methodology, two days after taking over this application in 2007, we implemented an ‘auto host gateway switchover’ function that had been performed manually by the previous vendor for at least 3 years.    Since then the application has gone through 34 updates and new releases, leading to today’s 97.7% automation rate. 

Even with that success, we have not stopped.  We continue to add improvements to the existing application, and add new applications to help this agency automate more functions, for example a new ‘Lost and Stolen’ cards application. 

Further proof, Continuous Improvement is more than a slogan at Contact Solutions.