Case Study: Bupa Australia achieves 98% first-contact resolution and halved handling times with Genesys

Bupa Australia delivers customer-led transformation

Bupa Australia, part of the global Bupa Group, is the country’s largest private health insurer serving over four million customers across healthcare, dental, aged care and other insurance services. Its 400+ contact-centre and back-office agents handled millions of calls and manual claims across disconnected channels, causing ~30% internal handoffs, multiple touches per claim, no real-time visibility into demand or agent performance, and limited ability to reallocate work or coach staff.

Bupa unified four departments around a common skill set and deployed Genesys intelligent Workload Distribution and an operations control centre to blend tasks and provide real-time workload and agent visibility across locations and channels. The change cut average handle time from 13 to 5.3 minutes, raised first-contact resolution to ~99%, improved NPS from -37 to -8, reduced end-to-end cycle times by more than 50%, enabled over 80% of interactions to be resolved in real time (saving about $500K in mail costs), and increased customer and employee satisfaction.

Bupa Australia

James Iansek

Head of Customer Service Design and Innovation