Leading Life Insurer - insures customer satisfaction

The process of connecting customers to their designated Claim Representative was not working.  Customers “pounded out” to the Operator, instead of navigating through the elected “spell by the name” auto attendant. Operators, who were busy helping other customers, were forced to locate the Claim Representative’s extension number (across 12 call centers) and transfer the call. The increased call volume resulted in numerous misdirected calls.  

Streamline connections
The misdirected calls resulted in lowered productivity of both switchboard Operators and Claim Representatives affecting the overall level of service.  That’s when the company decided it was imperative to streamline the “connection process” across the 12 call centers.

Focus on service
After exploring several options, this insurance company chose Parlance for their high connection rates and their focus on service.  Once the NameConnector® service was installed, callers dialed a designated 800 number to get connected.  The NameConnector® service virtually eliminated all misdirected calls, considerably offloading call volume from the Operators. The 24/7 service increased employee productivity and allowed Claim Representatives to focus on their customers rather than connecting callers.  Customers now have a simple, fast, and direct way to connect to their Claim Representatives.

Virtual voice connection
Today the NameConnector® application routes more than 5,000 calls per week and creates a virtual network of Claim Representatives in 12 call centers located across the United States.  95% of Claim Representative calls are directed automatically.