Case Study: Suncorp Bank reduces call centre demand with Avion Agency

Suncorp cuts click-to-calls by 34% with Avion Agency

Suncorp Bank needed to reduce the high volume of routine calls to its contact center, despite having self-service options available online. Its help and support experience was difficult to navigate, creating friction for customers and avoidable demand for its support teams. The bank engaged Avion Agency to help redefine its digital self-service.

Avion redesigned key parts of the digital help experience, including the information architecture, contact us page, and over 500 FAQs. The solution organized support around customer intent to make answers and routine tasks easier to find and complete. As a result, Suncorp Bank achieved a 34% reduction in customers clicking to call, equating to 19,954 fewer calls annually, and a 17% reduction in overall demand on its customer support teams. The work by Avion freed up capacity for the contact center to focus on more complex customer needs.

Suncorp