Improved Call Center Agent Performance with Guided Support on TalkDesk Workflows

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A leading health insurance company faced challenges with complex call center processes that led to poor policyholder satisfaction, high agent attrition, and frequent ex gratia payments. By replacing manual guides with Whatfix’s in-app guidance and performance support, the company improved agent performance and confidence on calls, which reduced errors, reduced turnover, and enhanced overall policyholder satisfaction.

Call center agents were required to follow complex Talkdesk processes while on live calls with policyholders. The existing interaction guide used during calls caused delays, resulting in poor customer outcomes as policyholders were left waiting while agents navigated through the guide. This also contributed to high levels of anxiety among call center agents, leading to frequent mistakes and high attrition rates.

Whatfix replaced the manual interaction guide with in-app Flows that guided agents through the required processes in real time while on calls with customers. Smart Tips provided field validation, ensuring correct data entry and accurate information sharing when agents navigated Talkdesk processes. Additionally, automation of ‘empty clicks’ streamlined workflows, enabling agents to complete tasks more quickly and resolve customer queries faster.