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The client, an insurance company, has always been committed to providing superior service to their customer base of schools, students and providers. But, as their business grew, they had difficulties keeping up with the needs of their customers. Average hold times had increased to the point of being 20 to 30 minutes. The company selected Telephony@Work’s CallCenterAnywhere because it offered a single, pre-integrated solution to each of their pain points. CallCenterAnywhere provided a cost-effective means of implementing the ACD with skills-based routing, self-service IVR, and quality monitoring and recording features the client needed to solve their customer service problems. Since the deployment, the client has made significant improvements in customer service. Average hold times have been reduced to less than two minutes, and their abandoned call rate is at an all-time low. In addition, by enabling a large portion of their inquiry calls to be serviced through a self-service application, Student Insurance was able to manage their call volume in-house. They no longer required the services of an outsourcer, eliminating the associated $30,000 to $40,000 monthly expense. Says the client, "Since deploying CallCenterAnywhere, our customer service representatives have been able to assist our schools, students and providers in a more efficient and timely manner. Our CSRs now have training and development tools at hand and are able to effectively work with their supervisors for continuous improvement.”
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