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![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](https://image.slidesharecdn.com/efistroggilibluesphereoutboundcampaign020713-130710072858-phpapp01/75/Best-Outbound-Campaign-Bronze-winner-at-CCWA-2013-10-2048.jpg)
Uploaded byVala Marcou
Best Outbound Campaign - Bronze winner at CCWA 2013
Bluesphere, a boutique call center established in Greece in 2007, specializes in customer service, acquisition, and support across various industries including insurance and telecom. Their innovative strategies have optimized customer relationships and improved operational processes, reducing payment cycles and enhancing efficiency. The center has successfully managed millions of outbound calls, demonstrating significant growth and robust stakeholder communication.
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Similar to Best Outbound Campaign - Bronze winner at CCWA 2013
Best Outbound Campaign - Bronze winner at CCWA 2013
- 1. Efi Strogili Contact Center ManagerContact CenterManager 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
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- 6. Our roleOur role CHANGECHANGE Traditional Fi ld llt Modern Alt ti /S lf•Field collectors of premiums •Alternative/Self care payment channels
- 7. R t ti 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 ti 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 digProject 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 lti & 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
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- 13. St k hld 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 hld i tiStakeholder communication Field Collectors Personal assistant 63,152 A i 52,144 R ili iAppointments Reconciliations Arrange Distribute Monitor Collect
- 15. St k hld 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 hld i tiStakeholder communication Company Single point of contact CCustomer Single Point of Contact InsurersBrokers of Contact Collectors
- 17. R lt td tResults to‐date 17% Company branch 81% alternative channels 83% Colle to et83% Collectors etc 14% Company branch 5% Collectors etc
- 18. R lt td 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 td 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 it 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