Problem- QSuper’s abandon rate on their primary inbound line was above the recommended percentage for customer satisfaction. Hold times were directly impacting member satisfaction, and they needed to figure out how to reduce abandons and manage their contact volume more effectively.
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Solution- After implementing VHT’s Conversation Bridge, QSuper’s agents are more productive, and their contact center is operating more efficiently.
Results- QSuper’s abandons have dropped significanlty to just 3.4% and their ASA has decreased by 38%.