Case Study: Laya Healthcare boosts CX and efficiency with Otonomee

Laya Healthcare cuts AHT by 1.5 minutes with Otonomee

Laya Healthcare, one of Ireland's largest healthcare insurance providers, faced the challenge of improving customer service and operational efficiency for its growing membership base of over 600,000. Key issues included managing high call volumes, meeting SLAs, and creating digital channels to address changing member needs. To address this, Laya partnered with vendor Otonomee for a hands-on consultancy project focused on contact centre transformation.

Otonomee developed a strategic roadmap to guide improvements in Laya's customer service delivery, operational frameworks, and technology use. This included overhauling recruitment and training processes, upgrading the contact centre, and creating new digital channels. The results were significant: a 15% increase in SLA delivery during peak periods, a 1.5-minute reduction in Average Handling Time, and a 63% reduction in employee attrition, demonstrating Otonomee's role in achieving service excellence and a streamlined operation.

Laya Healthcare