Case Study: HCF achieves improved customer service and operational efficiency with Verint Systems

HCF - Customer Case Study

HCF is one of Australia’s largest not-for-profit health and life insurers, serving over one million people. Its HCF Direct contact centres in Sydney and Melbourne handle more than 600,000 calls a year and thousands of emails, and the organisation needed a modern, unified communications platform to automate processes, improve online transactions and member service, and support growth over the next five years.

Working with NSC, HCF implemented Avaya VoIP/CTI integrated with Verint recording, quality monitoring, speech analytics and data analytics, giving transcripts, real-time insights and automated evaluation workflows. The solution let HCF pinpoint issues and track campaigns instantly, increased coaching time by over 50%, sped complaint resolution by 6.5%, reduced abandon rates, improved sales conversion and boosted operational efficiency.

HCF

Belinda Sproule

Call Centre Manager