National Insurance GroupSEE MORE CASE STUDIES >
Reduction in costs and complexity by integrating disparate contact point solutions into one reporting system
Client needs
  • In an insurance market with a growing number of new business opportunities the client also faced a number of new competitors coming into the market
  • Telesales channel was identified as a more suitable growth strategy to reach potential new customers, offering greater flexibility and efficiency versus relying heavily on branch offices and agents
Solution
  • Advanced call routing capabilities to intelligently transfer callers to agents based on their skill sets and customer data gathered by back-end applications
  • Agents use call blending capabilities to respond to incoming calls and customer questions on subscriptions, while also using outbound capabilities to increase sales
  • Predictive dialling capabilities. Allowing the agents to spend more time talking with customers and prospects and less time focusing on non-productive activities
Results
  • Improved outbound call campaign accuracy by 28%
  • Maximized agent productivity by an average of 11%
  • Reduction in costs and complexity by integrating disparate contact point solutions into one reporting system


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