Best Outbound Campaign - Bronze winner at CCWA 2013
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The winning presentation of BlueSphere under the category Best Outbound Campaign of the 2013 Contact Center World Awards - Best of the Best in EMEA.
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Best Outbound Campaign - Bronze winner at CCWA 2013
- 1. Efi Strogili Contact Center ManagerContact Center Manager BlueSphere Best Outbound Campaign July 2, 2013
- 2. A b ti ll t Innovative Challenge A boutique call center Challenge Dedicated representatives Add value Established: 2007 in Greece Add value Turnover: EUR 1.2 million 8 l Personnel: 80 employees CC Services: Customer Service, Customer Acquisition & Retention, Customer Support, Help‐desk Industries: Insurance Telecom Banking RetailIndustries: Insurance, Telecom, Banking, Retail Certifications: ISO 9001
- 3. O tb d igOutbound campaign CHANGECHANGE in processes in behavioursin processes in behaviours
- 4. O tOur customer Industry: Insurance Established: 1891 in Greece 6% ( l t d bl th th d)Market share: 16% (almost double than the second) Size: 2450 insurance agentsg 184 points of sale 8 b k1853 brokers 1.000.000 active customers
- 6. Our roleOur role CHANGECHANGE Traditional Fi ld ll t Modern Alt ti /S lf•Field collectors of premiums •Alternative/Self care payment channels
- 7. R t t i g t lRestructuring payment cycle Company Customer Customer Field Collectors Single Point of InsurersBrokers Insurers Brokers Point of Contact Insurers i ld Brokers Insurers Field Collectors Costly, error‐prone procedures Li it d f db k Improved payment cycle Improved communication E h d t Limited feedback Delays in payments C t tt iti Enhanced customer relationship Customer retention Customer attrition Overall optimized costs
- 8. R t t i g t h lRestructuring payment channels Insurance branch Alternative channels Field Collectors Insurance branch Field Collectors Change of habits Change of behaviourChange of behaviour Change of processes
- 9. P j t d igProject design Telephone Contact Inform Prompt Remind Insurance Company BlueSphere Book appointment Back Office Reconciliati on Reporting ack Office Coordination Assignment Paymenty Control/Monitor Communication with insurers & brokers and Inboundand Inbound
- 10. S t & lig tSetup & align systems VRS [Voice Recording FUNSHIP [Business Suite] Recording System] IVRACD IVR [Interactive Voice Response] CTI ACD [Automatic Call Distribution] CRM [Applications] CTI [Computer Telephony Integration] Predictive Dialercard paymentp y system
- 11. T l ti & t i i gTeam selection & training Training of our HR for the required skills / profile for this position Agents experienced in customer serviceAgents experienced in customer service Intensive training with customer:g o products, processes, terminology ft kill h g g t bj ti g to soft skills, change management, objections management Dedicated team to handle insurers, collectors and , brokers
- 13. St k h ld i tiStakeholder communication Customers Customer service 1,619,697 b d ll 196,338 Updated 618,265 outbound calls Updated demographics contracts Inform Prompt Update Assess
- 14. St k h ld i tiStakeholder communication Field Collectors Personal assistant 63,152 A i 52,144 R ili iAppointments Reconciliations Arrange Distribute Monitor Collect
- 15. St k h ld i tiStakeholder communication Insurers & Brokers Pre & After sales supportInsurers & Brokers Pre & After sales support 64,782 Insurer 67,301 Proactive calls oact e feedback A critical dynamic interaction
- 16. St k h ld i tiStakeholder communication Company Single point of contact CCustomer Single Point of Contact InsurersBrokers of Contact Collectors
- 17. R lt t d tResults to‐date 17% Company branch 81% alternative channels 83% Colle to et83% Collectors etc 14% Company branch 5% Collectors etc
- 18. R lt t d tResults to‐date Shorter payment cycle Collector 0 2 4 6 8 10 12 Self‐care 0 5 10 15 weeks 4x
- 19. R lt t d tResults to‐date CHANGECHANGE Habits 618,265 policyholders Behaviours 4,453 insurers, collectors Processes 122 year old organizationy g
- 20. TiTips: • Good communication and excellent reporting are key to maintain control E i t ith ‘ ll t ’ t i i• Experiment with new ‘non‐call center’ training • Experiment with new ‘non‐call center’ technologies• Experiment with new non‐call center technologies • The call center can play a pivotal role in strategic p y p g projects
- 21. T b ti dTo be continued.... THANK YOUTHANK YOU