Our client is California-based AKDY Imports, a manufacturer of high-end home improvement products. With over 1200 home improvement products to its inventory list, the company has an estimated annual revenue of $17.1million and is growing at a phenomenal rate
How We Met The Answering Threshold Mandate Of Less Than 20 Seconds For Alberta Insurance Council
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 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.
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.
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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