BUPA - How Positive Writing Saved Them $2 Million
Clear, empathetic communication reduced call volumes and saved costs.
The engagement
The work
Bupa’s annual rate change mailings traditionally triggered thousands of angry or confused customer calls, placing strain on contact 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.
The difference
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 contact centre strain and improved operational efficiency.
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$2 million in contact centre cost savings achieved over two years.
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