Client: Suncorp
Title: Suncorp Cuts Through to Talk Directly to its Customers

Suncorp's four call centres handle over 4.5 million calls per annum. Confusion with their existing system and a desire to increase their customers' experience, led Suncorp to appoint Salmat. 

The 'open dialogue' system developed by Salmat enabled Suncorp's callers to 'say' their enquiry and be directed to the most appropriate agent for assitance. The solution achieved this by extracting the meaning behind what the caller actually wanted, and using this information, transferred them to the specialist who could help with their query. 

As well as delivering an easy-to-use, customer friendly interface, reducing misdirected calls and a reduction in the initial call time, more importantly, Suncorp achieved an improvement in customer satisfaction levels. 

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