![](https://webex-imimobile.nyc3.cdn.digitaloceanspaces.com/Full-Width/woman-sat-couch-phone-casual.jpg)
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Contact centers
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Increase in inbound call answer rate
Rooted in the belief that women should be in control of their health and futures, MSI Reproductive Choices has provided contraception and safe abortion services for over 45 years. They help individuals from all walks of life - from major cities to remote villages across Africa and Asia.
With 33 contact centers that serve as primary touchpoints for client interactions, it was crucial for MSI to answer as many client inquiries as possible.
Challenge
High proportion of unanswered calls due to staff shortages.
Solution
Maximize the number of client interactions handled, whilst leveraging existing infrastructure.
Results
Clients became comfortable with using WhatsApp as their main channel of communication.
Future innovations.
Message automation: Clients who have undergone procedures for example could be sent automated reminders about their implants or upcoming follow-up appointments over WhatsApp.
Virtual Assistant: Nearing 20,000 messages and 5,000 calls every month, they believe virtual assistants can help handle that growing messaging traffic more efficiently through automation, thereby freeing up our staff for more complex enquiries.
Chatbot:Routine inquiries about clinic locations or the services that we offer can be addressed by a chatbot and seamlessly transferred to our agents if our clients need further assistance.