Case Study

Desktop Simplification Drives Efficiencies for Leading North American Insurance Provider

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When agents interact within a number of systems and applications, the amount of time it takes to navigate through screens to retrieve customer data increases significantly. These efficiency challenges sparked a search for a technology partner to automate critical customer service activities and streamline work for its customer service representatives (CSRs). The company also targeted post-call wrap as part of this performance improvement initiative. Agents spent between 45 and 82 seconds after a call to document the activities that occurred during the transaction. The after call work was generally 25% of the AHT. Improving the training and development process was another key goal. Within the contact center, training is one of the most expensive and time-consuming activities.


Business Goals

  • Automate critical customer service activities
  • Streamline work for customer service representatives
  • Improve the training and development process
  • Drive performance and improve the customer experience

Results

  • Annual savings of 43 hours per CSR with Single Sign-On
  • 182 hours per CSR saved with Click to Notes
  • 109 hours per CSR saved with Caller Verification
  • Reduced average handle and post-call wrap up times

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