Customer care from the Contact Center

The challenge

Important insurance company with more than 8 million insurance holders in different domains: cars, motorcycles, life, health, legal expenses, home, death, assistance, subsidies and accidents.

With the goal of achieving a better-quality customer service and homogeneity among channels, the challenge consisted of transferring insurees from in-person channels to the Contact Center.

Alfa Consulting helped the insurance company determine the foundations of a new customer service model. A control panel was also developed to bestow greater visibility to daily activities and operational meetings were set up between agent-coordinators and supervisors-coordinators.

The results

  • 50%

    decrease of the dropout rate

  • 25%

    increase of the conversion ratio

  • 30%

    improvement of the transformation ratio of policies/deals