Developing a Customer Service Center for a European Insurance Firm

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Developing a Customer Service Center for a European Insurance Firm

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The challenge

A large European insurer wanted to launch a new customer service center servicing the end-customer. Having solely used intermediaries in the past, the organization had never developed any end-customer facing capabilities. The initial organizational setup was to support inbound contacts with newly defined KPI’s like x% of customer questions helped directly, and x% of questions transferred to 2nd line support. The overall objective was to increase customer satisfaction and NPS. The customer contact center had  to be developed from scratch, including setting up competencies like systems for call management, knowledge management, and contact & leads registration.

The engagement

We assisted the organization in the design, building and launch of the new customer service center. We developed the roadmap, designed the new organization and processes, built and launched the new organization including the supporting systems.

The value we provided

The Customer Contact Center went live and became operational within 6 months, servicing 20,000 calls per week. Initial setup was for inbound service only. Soon after outbound service and advisory calls were also started. Customer satisfaction and NPS increased. The service center was equipped to do foundational call handling, extended service handling, as well as cross- and up-selling.

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