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Case Studies
Insurance License Board

Overview

The Canada based Insurance License Board sought a partner to handle its high volume of incoming calls regarding license renewals, with a strict answering threshold under 20 seconds.
The solution involved using historical data for call volume prediction, implementing a workforce management solution, and providing agents with a real-time dashboard to monitor their performance.
The result was a successful handling of over 8,800 daily calls with a 95% answer rate, leading to the client renewing the contract for the subsequent year.

Story of the Customer

The Canada based Insurance License Board needed assistance in answering calls and voicemails from insurance agents and adjusters who required help in renewing their licenses, with a strict requirement of answering calls within 20 seconds and less than 5% abandonment rate.
The service provider used data forecasting, efficient staffing and real-time dashboards to these strict requirements.
The Council, impressed with the 95% successful answer rate, renewed the contract for the following year.

The Challenge

The primary challenge was meeting the client's criteria of answering calls within 20 seconds and keeping the abandonment rate below 5% amidst fluctuating call volumes.
Accurately predicting the daily call volumes to ensure proper staff scheduling and call management was another significant challenge.
Implementing a real-time tracking system to give agents a clear understanding of their metrics and motivate them to meet the answering threshold time was also a considerable task.

The Solution

Used historical data and predictive models for accurate call volumes forecasting and staffing.
Implemented a workforce management solution for optimized scheduling and resource use.
Provided agents with a real-time dashboard to enhance metric understanding and performance.

The Result

Using historical data and a predictive model, the firm successfully staffed and scheduled calls to meet a <20 seconds answer threshold.
A workforce solution and agent dashboard increased awareness of the answering speed, leading to over 95% answer rate.
The tailored solution handled 8,800+ daily calls, resulting in a contract renewal from the impressed client.

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Expert Callers Boost Answer Rate to 95%, Meeting 20-Sec Threshold for 8,800 Daily Insurance Calls