Customer service is an important part of any business. To become better equipped to properly serve current and prospective customers, a company can often do well to partner with key industry players.
In the case of one independent motor-related insurance administrator in South Africa, the legacy phone system wasn't allowing the company to deliver the level of service customers expect and a new VoIP call center solution was considered.
The Johannesburg-based company turned to DOW Networks for help with its call centers. Operating two centers, one based on telesales and another on customer service, the legacy business phone system was inefficient at handling inbound or outbound calls.
At the same time, this phone system lacked the means to provide the necessary reports and business intelligence necessary for management to make informed decisions. The same problems existed within the Cape Town office, driving the company to consider the virtues of a VoIP call center solution.
To overcome these challenges, DOW Networks installed an Asterisk (News - Alert)IP PBX VoIP call center in Johannesburg and Cape Town. This solution included an application for the monitoring and management of the center. It also efficiently handles the telephone traffic while providing managers with full visibility to calls, agents and queues through live statistics displayed on wall boards and through historical reports.
With this VoIP call center solution in place, the DOW Networks solution serves more than 200 agents, enabling supervisors to monitor and proactively manage interactions with customers. Now, the company is enjoying streamlined operations and improved customer response times.
Overall, the implementation of a VoIP call center has enabled this independent motor-related insurance administrator to control costs and deliver the level of customer service customers have come to expect. DOW Networks continues to work with this insurance provider to ensure the company has the proper tools in place to drive strategic initiatives and meet with industry regulations.
To learn more about how DOW Networks' VoIP call center solutions improved the insurance company's operations, click here.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Patrick Barnard