Case Study: The General improves customer experience, reduces abandon rates, and lowers call costs with Verint Systems Callback

How an Insurance Provider Improved the Customer Experience with Callbacks

The General, an insurance provider handling 170,000 customer service calls per month, faced regular spikes in call volume that drove up hold times, abandonment rates, and customer frustration. The company needed to improve the customer experience during long wait periods, but adding more headcount to handle peaks was not a viable option. Verint Systems, using its callback capabilities, addressed this challenge.

Verint Systems implemented callback functionality to give customers an alternative to waiting on hold, helping The General decrease cost per call, reduce abandonment rates, and improve average speed of answer. The solution improved service during call surges and delivered measurable gains in customer experience metrics, including lower abandonment and faster response times.

The General

Allison Garretson

SVP, Operations & Customer Engagement