Assurity Moves to the Cloud to Accommodate a Growing Contact Centre
Increase in post-issue answer rate
Decrease in wait time
Faster fraud investigations
Increase in contact centre size
At a Glance
Company Assurity Life Insurance
Region United States
Products Used Calabrio ONE Cloud
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.
Dramatic improvements in answer times and decreased wait times after fourfold increase in agents
After a major reorganisation consolidated contact centre units from three different operations departments into one and increased by four times the number of contact centre agents servicing clients, Assurity contact centre 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 centre agent scheduling and proactively monitor agent performance in real-time while maintaining the highest levels of customer satisfaction.
To efficiently maintain optimal staffing levels and ensure consistent customer service across all teams and agents, Assurity deployed Calabrio ONE’s workforce optimisation (WFO) platform in the cloud.
We’re improving our metrics across the board, but our post-issue team in particular is realising 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
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 centre 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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