Customer Success Story

Insurance Agency Expands Beyond Retail Sales Channel to Open Call Center to Improve Customer Experience and Sales

How We Created Value

  • Analyzed omnichannel telephony data to identify operational behavioral gaps

  • Recommended new operational process to ensure customer parity across channels

  • Improved telephony metrics - answered call rate, average handle time - and sales conversion rate across channels

Industry

Insurance

Technology

Avaya, Salesforce, SQL Server, Oracle, Tableau