Beefing up the call centre in Oz

Representatives from Australia’s MBF Health Insurance have announced evolution and upgrade to its call center operations. The six-month implementation of Genesys Outbound Voice has been completed and operations have been “beefed up.”

MBF had been using a manual system that was sales-based and that did not include outbound dialling and call list automation features. (One MBF higher-up described the situation thusly: “We have some seriously old legacy systems [and] we’ve been band-aiding for quite a while.”) The firm chose to implement Genesys Outbound Voice to work with extant web-based applications and custom scripts operating on agents’ front-end systems.

Upon announcement of the changes at MBF, project team leader Ilona Rabey quoted an eye-opening statistic that figures the private health care industry loses 50 percent of its customer base every three years. Thus, Rabey reasoned, up-to-date call centers are imperative. Rabey made the announcement at the Genesys user conference, G-Force, in Melbourne on Wednesday, stating that the project was implemented and configured over six months. Today, Rabey detailed, the Genesys system works with existing infrastructure and assists with agent call campaigns and data collation.

She mentioned that the firm did not have predictive dialing installed as of yet. The company is closing a telecommunications RFP to upgrade the legacy network as the project is ongoing. As for staff, “We handpicked an in-house team of about fifty people for outbound, customer satisfaction-only calls, and most of these were very keen to join.” MBF Health Insurance is Australia’s largest privately owned and managed health insurer and is almost sixty years old. MBF clientele numbers almost two million, or approximately one-fifth of the health-insured population in Oz.