An insurance company sought to improve customer satisfaction by reducing long and unpredictable waiting times in its contact centre, which handles high call volumes across products such as health, liability, and travel insurance. Irregular call peaks often led to customer frustration and dissatisfaction. To address this, a waiting time management solution was introduced and integrated into the existing contact centre platform. When predefined waiting time thresholds are exceeded, callers are proactively informed and offered alternatives such as callbacks. This approach helped balance call loads, reduced perceived waiting times, improved transparency, and significantly enhanced the overall customer experience without increasing agent capacity.

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