Project Date: May 2020
Circumstance: Anglicare has 3,500 employees, 480 care workers and 7000+ clients. Home care health workers are regularly scheduled to make visits to a vulnerable people. Should the carers be late or unable to make an appointment, it can result in serious carer and client health and safety issues.
In addition to the health and safety issues, missed appointments cause customer dissatisfaction and generate calls to the contact centre and additional administrative work for the team.
The Contact Centre was experiencing long phone wait times for the Response and Scheduling teams, further impacting the customer experience and contributing to lower than acceptable NPS (Net Promoter Score) results. The scheduling team of 35 staff were struggling with a 16.5 minute average handle time and a 30%+ abandon rate contributing to a $7.8m fatality cost risk exposure over 5 years.
Action: Customer Science Group developed a UiPath-based automated process to proactively monitor for adherence to system schedules.
If an appointment is missed, the robot proactively and immediately notifies the Carer and client via their preferred communication channels (SMS and email). The automation verifies that the Carer has logged attendance 10 minutes later and escalates to a manager for resolution if required.
Result: The solution returned 1x FTE capacity to the team through greater efficiency, reduced average handle time by 73% and the call abandon rate dropped to 8%. The UiPath automation resulted in:
- Better carer /client satisfaction
- Reduced call centre volume
- Improved compliance
- Better speed of service
- Lower cost to administer
- Risk value reduction of more than 50%
Contact Centre Automation, Improved Customer Experience, Scaling Operations, Risk Reduction
