Croc upgraded Alliance Life contact center

On May 28, 2019 the company "Croc" announced upgrade contact center insurance of the company "Alliance". The implemented digital telecom infrastructure allowed the insurer to increase customer service quality and also provided fault tolerance and flexibility of management of telecom services.

The contact center of Alliance company integrates platforms in Moscow, Voronezh and St. Petersburg. Weekly 106 operators process more than 25 thousand calls, providing to private and corporate clients the qualified consultations on insurance products of the company – from VHI before insurance of cyber-risks.

CROC implemented a recording system of a talk of call center operators Alliance, having increased transparency of process of customer relation. Telecom infrastructure of call center of the customer was completely transferred to Internet telephony. It allowed to manage network IT infrastructure at the programming layer – to redirect the entering / outgoing calls on other platform of contact center in case of an emergency situation and also to quickly scale communication channels. According to the results of the project the complete fault tolerance of telecom services was reached.

Transition to Internet telephony will also allow Alliance company to balance more flexibly loading between platforms in case of increase in volume of calls to contact center, for example, according to the VHI programs during the periods of peak incidence of catarrhal diseases or concerning a design of an insurance for travel to a season of summer holidays and so forth.

Korneychuk Andrey noted:

Insurance – a difficult financial product which requires the maximum knowledge of the client. The considerable share of all addresses to us arrives through contact center that imposes additional requirements to its availability to consumers and to the professional grade of specialists of call center. Following the international standards in a reach of consumers of insurance services, we should be sure that any address of the client did not remain unaddressed. Thanks to CROC we not only increased efficiency and transparency of work of contact center, but also optimized charges of telecom infrastructure.

The implemented speech recording system implemented by CROC automatically performs continuous fixation of dialogs of call center operators with clients in mode 24х7х365. If necessary specialists of control service of quality Alliance can be connected in real time to a conversation and check it for compliance to the standard of service – a greeting, the solution of a question, cross-selling, answers to questions, a feedback from the client and so forth. The recording system of the speech helps to adjust quickly errors of operators and also to train new employees on the example of successful cases of communication with consumers of insurance services.

Pavel added a tail:

We cooperate not the first year with insurance companies, and we see how their need for digital services grows. It concerns also upgrade of telecom platforms in general, and implementations of IT tools which allow customers to increase consumer service quality, to offer them the personalized services. So, for example, the quality control system together with analytics of the speech helps to make the client's profile, to reveal and react quickly to claim addresses, to manage effectively marketing campaigns and so forth. Pavel Hvostik, director of work with corporate clients of CROC IT company