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
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