All Hands On Deck – Adding 30% Productivity in a Day
November 1st through the end of the year becomes a very important time for many working in health insurance because of open enrollment.
We were recently asked to help a customer implement a true call center phone solution within the insurance industry. The customer had a traditional phone system and did not have the call center features that they needed: call recording, listen-in, call queues, and real-time visibility to current calls.
Avid provided a SIP trunk and call center solution to meet their needs at roughly 50% less than the alternative solution. And our customer didn’t have to invest in expensive equipment. The real work, however, started after November 1st.
With call volumes skyrocketing and limited personnel, it was clear they needed to be able to add more agents immediately—physical space was limited, their staff size was limited, but instead of turning away calls, they worked with Avid to add more agents immediately.
The solution involved integrating other insurance agents outside their group into their call flow by turning smartphones into call center phones and deploying desk phones at the agent’s homes– all of the new devices have the same call-center features (e.g., including call recording, and real-time queue logging). Immediately, they increased their productivity by over 30%.
The insurance agents now can take calls and help people sign up for health insurance any time of day, from any location, as long as they have internet or cellular access.
