ScoreFast™ reduced repeat calls at a customer contact center by 48%

by Nov 16, 2018Insurance, Success Stories

Success Story

ScoreFast™ reduced repeat calls at a customer contact center by 48%

Fidelity & Guaranty Life is a leading US based life insurance provider to more than 700,000 policy holders and upwards of 37,000 agents. FGL has several contact centers across the US, with each center fielding as much as 2000 calls a day. Their contact centers faced the problem of repeat calls- a low First Contact Resolution (FCR) rate prompted customers to call repeatedly, leading to low Customer Satisfaction (CSAT) rates. In August 2017 FGL marked 23% of all calls as repeat calls.

Figure 1 shows the variable importance graph for the predictive model. The conditional probability was highly dependent on the policy holder, product he was calling about and location (state) of the policy holder.

FGL gave ScoreFast 300,000 call records spanning 9 months from one of their contact centers. Preliminary analysis showed that 33% of all calls were due to repeat callers. Most repeat calls were from a small subset of customers- the top 8 callers were responsible for 12% of repeat calls. ScoreFast™ then created a predictive model that outputs a likelihood score of a current call being a repeat caller within 7 days. If rated as having a high likelihood of calling again, the call was routed to more experienced agents.

This implementation showed a decrease in repeat calls by 48%. Repeat calls at this center fell from 23% to 12%.

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