San Antonio, Texas-based life, health and accident insurance company Tower Life Insurance has deployed Zeacom Communications Center (ZCC) software.
Zeacom (News - Alert)is a global provider of unified communications and contact center software for small-to-medium-sized enterprises. The company has announced successful results and rapid ROI from this deployment that has significantly benefitted Tower Life Insurance.
TL executives searched for advanced tools to replace the existing call center operation and wanted solutions that could aid end-users to more efficiently manage customer relationships.
Executives from Tower Life, Zeacom and Cross Telecom personnel, worked towards the implementation of a comprehensive solution that could achieve several goals: improving customer self-service options, achieving greater efficiency of customer service reps (CSR (News - Alert)), and enhancing reporting.
All these helped the insurance company to support future changes in self-service options, pricing and client contact management.
Tower Life Insurance vice president, Ben Zachry noted the outstanding project coordination and scheduling of Zeacom and said that the follow-up and technical support they received from the company was superb.
Zeacom software has provided CSRs with increased visibility on call queues and the Interactive Voice Response capabilities have allowed a significant measure of cost control.
The callers have also been able to lower the time spent on the phone for inquiries that do not need a conversation with a representative. Presence capabilities enable CSRs to see if a colleague can take a call.
Overall, the efficiency of the organization has improved and Tower Life has been able to reduce training time for being able to accept live customer calls by 50 percent.
“Our customers have enjoyed many benefits from a greater ability to self serve if they do not need to speak with a Customer Service Representative, through having the option to utilize the new Call Back feature if they happen to call during a heavy call volume time,” said Zachry. “Additionally, callers are now routed to the CSR best-equipped to handle their specific question based on the skills based routing, and are always automatically reverted back to the last CSR with whom they spoke, if that CSR is available.”
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.
Edited by Patrick Barnard