Leading with empathy to improve customer service.

Health - 31 May 2023

Leading with empathy to improve customer service.

2 min read


Call abandon rates down 15%


Scalable staffing increasing capacity by 90 people at busy times


Cost of complaints reduced by 40%

Best in class training and team culture

Irish Life Health asked us to improve call centre customer service and overall experience.

While customers increasingly want digital interactions, when it comes to health questions, a listening ear and empathetic human voice adds reassurance.

The key objective was to build a skilled and highly motivated call centre team that could be scaled up and down at key periods. Abtran focussed on scalability and best in class training to produce a flexible and highly empathetic customer service team.

We opened a second customer care centre in Sligo, to be near centres of technology and innovation and to attract the right kind of talent to our team.

We put in place a whole raft of measures such as floor walkers, a buddy system, a staff help desk and team leaders to improve communication and morale, together with cutting edge industry tuition, including empathy training.

Q4 is always Irish Life Health’s busiest period, as customers renew their policies. Each year we have been able to scale up seamlessly from about 150 to around 240 team members.

While our KPIs are vastly improved, our focus is more on the qualitative than the quantitative. Customers may not know what an abandon rate is, but notice if their call is answered quickly by an empathetic voice.

The ability to flex numbers of well-trained staff as demand requires has been a key part of our solution. We make life for our client easier, by looking after all the day to day hiring and management of the call centre solution.

A key part of our solution is the human aspect. We have invested heavily in training and now have 100 highly qualified people onboard.

Services Provided

Front office customer management


Customer Care

Complaints Management

Administration and Claims Management

John Twohig

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