CXO2 conducted a comprehensive review of the contact centre of a private health insurer, addressing several issues, including long wait times and high abandonment rates.

Following a detailed analysis and recommendations, we implemented short-term and long-term strategies, improving workforce planning, reporting, leadership, and coaching. These efforts significantly enhanced member experience, reduced attrition and wait times, and fostered a high-performance culture. The transformation not only boosted the contact centre's efficiency but also improved the organisation's overall reputation and member satisfaction.