HCF CX Consulting Case Study

HCF Case Study

HCF was formed in 1932 to provide health insurance cover to Australians. Since then, it has grown to become one of the country’s largest combined registered private health fund and life insurance organisations. HCF is not driven by profit but by improving and safeguarding the health of all members. As a not-for-profit fund, all profits goes back into the fund and as a result over the past 5 years HCF have paid out more cents in every dollar in premiums to members as benefits, than the industry average.

HCF have contact centres located in Sydney CBD and Parramatta providing multi-channel support to new and existing customers.

As an organisation, HCF was looking to conduct a strategic re- structure of operations and as such engaged Fifth Quadrant to conduct a strategic review of their existing contact centre operations and to provide a recommended location strategy for the future.

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