INSURANCE CALL CENTRE REVIEWS

As part of a thorough onsite assessment, we will:

Review current insurance call centre data, including feedback from staff and customers;

Investigate staff availability issues, particularly for peak times;

Recommend ways to improve call answer rates, reduce call abandonment and wait times.

Following a period of considerable change, this insurance company asked CWMC to resolve problems with its large multi-skilled call centre and to manage it on an interim basis pending recruitment of a new manager.

Within two months of working with the existing staff, we were able to raise call answer response rates by 24 percent and reduce call wait times by 25 percent (and all this despite an increase in the overall volume of calls). Sales of new insurance policies also increased by 39 percent.