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Enhancing Customer Experience through Biometrics in Australian Health Management

Melinda Charlesworth, Operations Manager at Australian Health Management, discusses the transformative use of biometric technology to enhance customer service. This initiative focuses on improving service quality, enhancing security, and reducing call durations for agents, providing increased value for both members and staff. Since the launch in December 2006, over 17,000 members have registered, with a refusal rate below 5%. The implementation has led to verified member calls becoming approximately 40 seconds shorter, allowing staff to focus on critical tasks, reducing costs, and amplifying member satisfaction.

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Enhancing Customer Experience through Biometrics in Australian Health Management

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  1. Using Biometrics to Improve the Customer Experience Melinda Charlesworth Operations Manager Australian Health Management

  2. Why are we doing this? • Improved customer service • Improved security • Reduce call length for agents • Increased value-add of call for both members and agents

  3. The future is here! • First major public implementation in Australia • Must be easy to use • How does the technology work?

  4. How is it going? • 17000 members registered since December 2006 • Refusal rate is less than 5% • Currently registering over 100 members a day • Verified member calls currently over 200 per day and climbing • Verified calls are around 40 seconds shorter

  5. So what does it all mean? • Free up staff to deal with the things they do best • Increase opportunities • Reduce Costs • Listen to the voice of the customer

  6. Questions?

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