Using Biometrics to Improve the Customer Experience

Melinda Charlesworth

Operations Manager

Australian Health Management

Why are we doing this?

Improved customer service

Improved security

Reduce call length for agents

Increased value-add of call for both members and agents

The future is here!

First major public implementation in Australia

Must be easy to use

How does the technology work?

Registration Verification

How is it going?

17000 members registered since December 2006

Refusal rate is less than 5%

Currently registering over 100 members a day

Verified member calls currently over 200 per day and climbing

Verified calls are around 40 seconds shorter

So what does it all mean?Free up staff to deal with the things they do best

Increase opportunities

Reduce Costs

Listen to the voice of the customer

Questions?