Information line for insurance company

Situation

Handling a large number of telephone inquiries from the company clients regarding general information about the insurance company, contact details and basic information about insurance products.

Contact Center’s tasks

• Providing fully equipped seats and consultants from 8:00 to 22:00
• Recording 100% of calls and providing detailed reports
• Recording welcome announcement for the information line

Activities conducted

Implementation of the project in accordance with the client’s expectations
Stage 1:
• The project team selection
• Preparing a schedule for the campaign implementation
• Developing training materials with the client
Stage 2:
• Training and coaching conducted jointly with the client
Stage 3:
• Campaign realisation
• Current control of results and reporting
 

Results achieved

• 10% increase of handled calls within two years and thus insurance company clients satisfaction increase.

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