We provided a professional hotline service for a Partner from the insurance industry

We were responsible for providing a professional telephone service, which helped increase the efficiency of operations and improve customer satisfaction.

A large number of telephone enquiries concerned general company information, branch contact details and basic information about insurance products.

10%

Increase in the number of events handled in 2 years and improved end customer satisfaction

What challenges did we face?

* Implementing the project in accordance with the Partner’s expectations, which required close cooperation and regular communication at every stage of execution.
* Providing training and coaching for consultants in collaboration with the Client in order to ensure maximum knowledge of the product and sales techniques.
* Recording 100% of calls and fully reporting the call service activities.
* Development of a script for consultants based on the Partner’s information and requirements.
* Recording of welcome announcements.

What we did:

Preparation

01
Selection of the project team is a key stage in which we pick the best specialists for the given project. We take into account technical skills, industry experience and soft skills. Our team consisted of customer service experts, data analysts, training specialists and project managers.
02
Subsequently, we developed a schedule for implementing the campaign. We included time for training, systems testing, a trial period and a full roll-out.
03
Creation of training materials for consultants in cooperation with the Client. These materials included information about the offer, sales techniques, customer service and handling difficult situations. We regularly updated these materials so that they always reflected current market needs and strategies.

Implementation

During the implementation phase, we conducted a series of training sessions for employees. Our trainers used a variety of teaching methods, including simulated interviews, workshops and e-learning. Training was tailored to the individual needs of each consultant and included the improvement of product knowledge and development of soft skills and sales techniques.

Execution

The team handled the day-to-day running of the campaign. Our consultants were supported by sophisticated CRM systems and analytical tools which helped them effectively assist the customers.

We monitored and analysed on an ongoing basis whether our activities were having an impact on the key performance indicators (KPIs). Our team of analysts regularly monitored data on the number and quality of contacts, service time, customer satisfaction and sales performance.

Based on data analysis and customer feedback, we identified areas for improvement and made the necessary adjustments.

We provided detailed daily, weekly and monthly reports that included data, but also analysis and recommendations. Our Partner had access to an online platform where they could follow the progress of the campaign in real time.

Results

Our efforts helped improve the efficiency of service and the quality of contact with the insurance company’s customers. Training, regular analysis and reporting, as well as the implementation of changes in operations produced tangible results for our Partner.