Getting it Right the First Time for a Multinational Insurer

  • 5%

    Call volumes reduced by 5%

  • £1.5m

    ROI was over £1.5m

By taking these simple and quick steps, together with some further recommendations around self-service, the insurer achieved an improvement in its first contact resolution. In the first few weeks following the changes alone, the ROI was over £1.5m  

Creating an efficient frontline service with analytics

Overview

Customer interactions are crucial when maintaining a successful business, with this in mind, it’s important to look at the operational efficiency of the customer journey, to encourage productivity and receive a greater return on investment.

Our expert analytics team examines a comprehensive range of your customer interactions across multiple channels – telephone, webchat, emails, surveys and social media – to generate actionable insights around key aspects of your operation, allowing you to implement the relevant changes for better results.

The Situation

A multinational insurance company and financial services provider wanted to improve first contact resolution as part of increasing the efficiency of its frontline service – they called upon Davies’ experienced team of analysts to explore their options.

Our Approach

Firstly, we examined all interactions over a period of a few weeks and found several opportunities, an example of this is how the company’s password reset process drove large contact volumes – which in turn deterred users from self-service further down the line. We acknowledged this opportunity and recommended a number of changes, including enabling customers to reset their password online, which would reduce call volumes by 5%.

Other issues identified included improving call transfer processes with the aim of avoiding unnecessary repeat calls. We also provided additional training to support the agents in better diagnosing the customer issue.

Return on Investment

By taking these simple and quick steps, together with some further recommendations around self-service, the insurer achieved an improvement in its first contact resolution. In the first few weeks following the changes alone, the ROI was over £1.5m

For more details of our analytics services or to discuss how we can help you generate richer insight from your customer interactions, contact:

Lee Mostari

Director of Insights & Analytics

lee.mostari@davies-group.com

Michael Anderson

Vice President – US/Canada

michael.anderson@davies-group.com

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