Infoline and customer retention for an insurance company


• Retention of customers who had purchased an insurance policy for their mobile phone. The purpose of the campaign was to retain those clients who decided to cancel their policy.

Contact Center Tasks

• Handling incoming calls and making outgoing calls to customers who wish to cancel their policy.
• Providing client support via the infoline.

Activities Conducted

• Implementation of the project in accordance with the client’s expectations.
• Training and coaching conducted jointly with the client.
• The provision of access to an FTP server for the client – to store information, recordings and reports related to the campaign.
• Organising competitions and integration events for the consultants in order to increase their commitment and effectiveness.
• Multistage campaign implementation.

Results Achieved

• Client satisfaction with the results achieved.
• Consultants’ satisfaction from working on the project.
• Customer retention increased from 20% in the first month of the campaign to 37% within 3 months.
• The achieved result exceeded the planned objectives.

Switch The Language