Feros Care

Enabling bolder living through the cloud

Feros Care is an Australian not-for-profit primarily providing in-home care services. With over 25 years of experience, the organization enables seniors, people living with disability and veterans to lead bolder lives through a wide-range of care services.

With the unique Feros Care clientele — a mix of seniors and their adult children engaging on behalf of their parents — it was crucial to support customers of all technical abilities. In addition, Australian government reform enhanced consumer choice for senior services, making the industry more competitive. To better serve and retain existing clients and attract new ones, Feros Care needed to focus on providing a positive customer experience to set themselves apart from other providers.

Through the Genesys® PureCloud® application, Feros Care was able to transform its customer experience to achieve shorter wait times and lower call abandonment rates.

Benefits

  • Decreased call abandonment rate to 2-5%
  • Reduced call wait times
  • Less time and effort spent on training
  • Greater visibility of agent performance
  • Ability to quickly add agents, sites and digital channels

We have to ensure our teams follow correct process and give the most accurate information and best advice every time. That’s a lot easier now we have intelligent routing, call recording and workforce planning in the same solution.

Melissa Simpson, Chief Customer Officer, Feros Care

Challenges

  • Lack of proper reporting
  • Insufficient workforce management tools
  • High call wait time and call abandonment rate

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