Summary

A general insurance provider dedicated to providing consumers with affordable, comprehensive insurance solutions uses Intradiem’s contact center automation technology to drive operational efficiencies that enable agent engagement activities and high-quality customer service. The company turned to Intradiem’s patented contact center automation technology.

Challenge

Maintaining brand reputation depends on effective customer service, and that depends on an ability to respond to customers with speed and flexibility. Contact center agents at a general insurance provider faced a range of customer demands every day, from simple transactions to high-stakes interactions. But the operation lacked the real-time capabilities that would allow agents to respond quickly, consistently and effectively to all requests.      

Specifically, the company struggled with inefficiencies because of its reliance on manual processes across workforce management operations. Supervisors lacked visibility into how much time agents were spending on hold or in after-call work. Agents often got stuck on long calls that delayed or nullified breaks. And communication between supervisors and agents was unacceptably slow.  

Results with Contact Center Automation

Adopting Intradiem’s real-time automation generated strong improvements right out of the gate, including a significant reduction in agent time spent on hold and in after-call work, and real productivity improvements across several key functions/metrics. 

Snapshot

Industry: Insurance
Agents: 557

CHALLENGES

• Manual processes led to operational inefficiencies 

• Supervisors lacked visibility into time in hold or ACW 

• Slow communication between supervisors and agents

INTEGRATIONS

ACD

WFM

Approach

The solution was implemented in just three months, with minimal tech resources required from the company. With support from Intradiem, the company designed specific rules for triggering actions within the solution’s rules-based engine. 

Intradiem also provided comprehensive system and usage training, and the launch strategy was divided into phases to maximize effectiveness: the handle time assistant was implemented first, followed by other tools in a second phase. Care was taken throughout the process to ensure comfort with the Intradiem platform at all operational levels.