Company Overview:
This client is the largest publicly held insurance company in
the U.S. The company insures 1 out of 8 households in the U.S. with
one or more of its property, casualty, or financial products.
Purpose:
To expand the scope of its business, our client adopted a multi
channel, multi brand, multi product strategy. The success of this
strategy required a shift from a product-centric focus to a
customer-centric focus, and to provide a common customer experience
across all customer interaction channels.
Business Objectives:
- Build four new Customer Interaction Centers (CICs) within a
one-year timeframe. These new CICs were to be staffed with Customer
Insurance Professionals (CIPs) that were all licensed to sell
insurance.
- Design the staffing model and complex call routing rules to
provide 24x7 coverage for all states, accommodating state licensing
regulations.
The Solutions:
- Implemented a new call center telephony network and
applications with CTI integration for over 3,000 CSRs across
multiple sites, integrated as a virtual contact center.
- Developed a household relationship management system.
- 24x7 support and monitoring.
The Process:
- eLoyalty helped establish a Program Management Office (PMO) to
coordinate the activities of the twenty client project teams, and
eight vendors. The PMO established the work schedules,
dependencies, and resources needed to meet the project objectives.
The compressed timeframes required a good deal of parallel work
efforts with no room for schedule delays.
- Assembled a team of contact center architects and systems
integrators to design and build the solution to meet the business
requirements and projected call volumes.
- Leveraged a 'Voice Lab' to build out and stress-test the
solutions.
- As each CIC site was completed, the systems integration team
would move in to configure the telephony platforms and load the
scripts necessary to route the calls into the site. The sites would
then be turned over to the eLoyalty testing and client operations
teams for quality assurance and training. As teams completed their
tasks at a given site, they would move on to the next site and the
new teams would move in, all of which was orchestrated seamlessly
by the PMO.
Results:
- Four new CICs with a capacity of nearly 2,000 seats were
deployed to support the multi-access initiative. Work was performed
in a nine-month timeframe and enabled our client to achieve its
stated goal of implementing the direct sales capability in 15
states, covering 40% of the U.S. population within the targeted
deadlines.
- Improved operational performance and established an operational
measurement reporting capability.
