Neutraal Ziekenfonds Vlaanderen in Belgium improved its inbound customer service by increasing the answer rate within 20 seconds from 40% to 90% and first call resolution to 80%, resulting in a 60% reduction in call volume. A skillsbased cascade routing system, which automatically switches a call past an unavailable agent to the next available one with comparable expertise, reduced the workload of 60 agents spread over 55 offices in Flanders.

The Task

As a mutual health insurance fund, Neutraal Ziekenfonds Vlaanderen serves more than 105,000 customers from 55 offices throughout Flanders. However, when it came to its inbound customer phone service, the company noticed a low answer rate (less than 40% within 20 seconds) when its operators experienced high workloads. It’s not unusual for monthly volume to exceed 35,000 calls. Compounding the situation was a recent corporate name change that necessitated a more professional, modern and younger image, including better phone-in customer service.

The Solution

• Atos Unify OpenScape Contact Center Enterprise V8
• Installation of a new VoIP switch and 200 OpenStage phones in 55 offices, linking each of them over a redundant fiber connection with administrative headquarters
• Integration of their current CRM solution with Atos Unify OpenScape Contact Center
• Virtual skills-based routing transfers calls to the next available agent with comparable expertise – location by location
• Familiarizing staff with system operation using remote teletraining tools that emphasize customer interaction and service over strict adherence to internal processes
• Professional Services support on-site during switch-over to new telephony and decentralized contact center
• Permanent adjustment of routing parameters based on statistical feedback.