Multinational insurance company improves its customer service and trainings to professionals, increases its sales and reduces costs.
This firm, specialised in the automobile insurance sector, has 15 years of experience and over 600,000 customers in the Iberian Peninsula. The pricing of its products is highly competitive and it delivers high-quality customer help via telephone and Internet. However, there were a series of processes customers did not understand. In order to solve this, Neovantas helped the Company set in motion a “Voice of the Customer” systematic. Thanks to the active listening actions (Speech Analytics), which transcribe and analyse over 130,000 incoming calls to the CRM centre every month, those processes which customers did not adequately understand were detected, enabling the company to reach its objectives.
Now customers need less time on the telephone to solve their doubts, claims or other aspects, reducing the length of telephone calls by 8%. Quality, another one of the parameters analysed, improved by 12%, increasing the efficiency of sales and loyalty campaigns. Finally, after a personalized coaching focusing on each one of the employees of the contact-centre, the net sales ratio increased by 23%.
The results were so positive that the company, together with Neovantas, decided to implement Speech Analytics to other countries where it is present, such as France, Portugal and Korea, and it is planning to expand it to the remaining countries of the organisation.