Overview
Handling large volumes of inbound calls related to general enquiries about the insurance company, its products and services as well as relevant contact details.
Infoline for a large insurance company
Contact Center Tasks
• Provision of fully equipped seats along with customer service consultants from 8AM to 10PM.
• Recording all handled calls and the provision of detailed reports to the client.
• Recording of the welcome message for the hotline.
Activities Conducted
Implementation of the project in accordance with the client’s expectations.
STAGE I
• Selection of the project team.
• Preparation of the schedule for the implementation of the campaign.
• Development of the training materials with the client.
STAGE II
• Training and coaching conducted jointly with the client.
STAGE III
• Campaign goes live.
• Ongoing control & monitoring of results as well as regular reporting (on-line, daily, weekly, monthly).
• Campaign goes live.
• Ongoing control & monitoring of results as well as regular reporting (on-line, daily, weekly, monthly).
Results Achieved
• The number of handled calls increased by 10% within the first two years of commencing the project.
• A significant increase in customer satisfaction.