Davies Consulting worked with Bupa to enhance call handling and customer experience (CX), identifying 16 opportunities to streamline processes, leading to a potential 20% reduction in call handling time and an 18% operational expenditure savings. They implemented changes like adjusting scripts and automating note-taking, improving efficiency. A key innovation was creating a team of experienced advisors for in-call support, reducing manager pressure and speeding up customer responses. These efforts, aligned with Bupa’s agile approach, resulted in a 4% reduction in handling time within six weeks, demonstrating the effectiveness of Davies’ people-centered change management and operational improvements.

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