Top players in the insurance industry are using digital communication technology to improve their service.<\/p>\n
And much of the improvement is achieved by the adoption of full-service VoIP, cloud-hosted business telephony and CRM platforms, like the systems on offer from Euphoria Telecom.<\/strong><\/a><\/p>\n \u201cLarge insurance companies take thousands of client calls a day, and managing wait and verification times is a top priority, particularly in the case of an emergency,\u201d says Euphoria Telecom CEO John Woollam.<\/p>\n \u201cDepending on the nature of the query an incoming caller needs to resolve, the virtual receptionist will automatically prioritise the call and route it based on automatic prompts.\u201d<\/p>\n Automated options can be set up to handle basic queries, like monthly premium enquiries, payment arrangements and call back services.<\/p>\n \u201cThis speeds up the caller experience, freeing up agents or receptionists to resolve more complicated queries,\u201d he states.<\/p>\n Euphoria\u2019s cloud-based business phone solutions include a choice of integrated productivity tools that allow call centre agents to communicate using a variety of channels in the Agent Workspace, instantly verifying and accessing client information with their dashboard tools.<\/p>\n Voice over Internet Protocol (VoIP)<\/strong><\/a> and cloud computing<\/strong><\/a> technology work together to combine communication options that include phone, email, online video conferencing technology and even chat via social media platforms.<\/p>\n \u201cIt\u2019s important to know the real numbers when it comes to queries being resolved, policies updated or sales made, so that action can be taken if there is room for improvement,\u201d states Woollam.<\/p>\n \u201cAn efficient call centre solution<\/strong><\/a> should provide that insight, with detailed tracking of agent and client behaviour and outcomes.\u201d<\/p>\n Post-call surveys, first-call resolution metrics, sales per agent reports and cross-channel tracking of customer interactions can help you cultivate a more customer-centric experience and train agents if any skills gaps appear.<\/p>\n Euphoria\u2019s Agent Workspace and integrated mobile app functionality equips your agents to work remotely, using mobile devices, desktop-based softphones or VoIP handsets.<\/p>\n With Euphoria\u2019s accurate reporting tools, you can monitor your staff\u2019s time and attendance from a distance.<\/p>\n Time and attendance tracking provide real-time data about each agent\u2019s performance.<\/p>\n They can also help refine scheduling and manage overtime costs.<\/p>\n Among other valuable third-party software platforms<\/strong><\/a>, Euphoria Telecom has integrated Freshworks\u2019<\/strong><\/a> digital ticketing solution Freshdesk<\/strong><\/a> into its business phone solution.<\/p>\n Freshdesk is a digital helpdesk ticketing system that links all communication channels to one inbox.<\/p>\n Integration is bilateral, meaning agents can use Freshdesk on either the Euphoria Agent Workspace or the Freshdesk interface.<\/p>\n \u201cWhat does integration mean? In a nutshell, customer-facing agents won\u2019t need to waste precious time switching between products and dashboards to find or verify client information before or during a call, because Freshdesk and Euphoria provide a single unified view of the client to help teams deliver faster, more personalised support,\u201d comments Woollam.<\/p>\n\n
High volume, quick turnaround<\/h3>\n
Personalised customer service goes digital<\/h3>\n
Monitor outcomes, not statistics<\/h3>\n
Satisfaction comes integrated<\/h3>\n
Quality service is assured<\/h3>\n