Assurity Moves to the Cloud to Accommodate a Growing Contact Center - Calabrio

Assurity Moves to the Cloud to Accommodate a Growing Contact Center

19%

Increase in post-issue answer rate

41 seconds

Decrease in wait time

Faster fraud investigations

4x

Increase in contact center size

At a Glance

Company Assurity Life Insurance

Industry Insurance

Region United States

Products Used Calabrio ONE Cloud

About Assurity

Lincoln, Neb.-based Assurity Life Insurance’s vision is a simple yet important one: to bring peace of mind to middle-income consumers and small businesses by providing easy access to insurance protection products that help them through difficult times.

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Dramatic improvements in answer times and decreased wait times after fourfold increase in agents

Challenge

After a major reorganization consolidated contact center units from three different operations departments into one and increased by four times the number of contact center agents servicing clients, Assurity contact center leaders knew their antiquated, manual scheduling methods that used Microsoft Excel spreadsheets would no longer suffice.

They needed an automated, sustainable way to manage their contact center agent scheduling and proactively monitor agent performance in real-time while maintaining the highest levels of customer satisfaction.

Solution

To efficiently maintain optimal staffing levels and ensure consistent customer service across all teams and agents, Assurity deployed Calabrio ONE’s workforce optimization (WFO) platform in the cloud. 

We’re improving our metrics across the board, but our post-issue team in particular is realizing dramatic improvements. In the first two months after implementing Calabrio, that team’s answer rate improved 19% while its wait time decreased by 41 seconds!” 

Heith Fulmer  –
Director of Customer Connections, Assurity Life Insurance

Result

By using Calabrio to easily, proactively schedule activities that fall outside of agents’ daily routines—such as meetings and training—during slow times, Assurity contact center leaders improved answer rates and wait times across the board. Most impressively, in only two months, the post-issue team’s answer rate improved by 19% while its wait time decreased by 41 seconds.

Calabrio’s scheduling capabilities also help leaders get creative with staffing and easily, visually explain the impact on customer service that proposed changes might have. It also helps ensure all Assurity customers are treated with the same high level of quality, regardless of which agent responds to their inquiry.

Additionally, Calabrio’s rich analytics help Assurity mine massive amounts of data to detect positive or negative trends within its customer base, deliver more effective one-on-one coaching to agents, and speed fraud investigations.

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