BUPA – How Positive Writing Saved Them $2 Million
Clear, empathetic communication reduced call volumes and saved costs.
Project
Bupa’s annual rate change mailings traditionally triggered thousands of angry or confused customer calls, placing strain on call centres and costing millions in staffing. Friendly Persuasion was engaged to minimise the impact of these communications.
We redesigned the messaging to be upfront, transparent, and empathetic. The goal was to keep additional incoming calls below 3,500 per day while maintaining customer satisfaction scores.
Results
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Incoming calls reduced to just 300 extra per day, well below target.
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Customer satisfaction maintained at 83% despite the rate increase.
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Reduced call centre strain and improved operational efficiency.
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$2 million in call centre cost savings achieved over two years.