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How We Met the Answering Limit of <20 Secs for an Insurance Client

The Client:

Alberta Insurance Council is the authority empowered to issue license to insurance agents, brokers and independent adjusters in the province of Alberta in accordance with Alberta legislation.


The Requirement

Licensed insurance agents and adjusters based in Alberta are required to renew their certificates of authority annually with the council. The client was in search of a partner to answer calls and voice mails from agents and adjusters who required extra assistance in renewing their license for 2016.



The big challenge for us was meeting client expectations. The client had set an answering threshold of less than 20 seconds with an abandonment rate of less than 5 %. Given that call volumes kept fluctuating, ensuring this sharply was too stiff a task.



The key to meeting the client’s answering threshold lay in accurately forecasting call volumes. To ensure this, we collected some historical data and an ideal predictive model to determine how many calls we could expect to come into the call center daily. This helped us accurately staff and schedule calls to agents. Aside from this, we also deployed a workforce management solution to optimize agent scheduling, occupancy rates and schedule adherence. Further, we provided each agent access to a call center software agent dashboard that displayed the answering speed in real-time as well as in their historical metrics. This gave our agents a true understanding of this metric and drove them hard towards meeting the answering threshold time.



By customizing our services to the council’s specific need, we handled above 8,800 incoming calls daily, with a successful answer rate of over 95%. The client was so impressed by this performance that it decided to renew the contract for the upcoming 2017 renewal period.