HomeCase StudieseCCMS Implementation for a leading Insurance Company
eCCMS Implementation for a leading Insurance Company
Overview
The client was an authorized representative of a leading Insurance company with trained financial planners who provided their customers advice suggesting suitable financial products offered by them. They also aimed to offer an in-house captive shared services center to provide BPO support to financial planners by fixing appointments and providing follow up support.
To bring in better productivity and visibility in terms of Call Handling and Call Servicing
Concentrate on Providing Quality Customer focus and spend less time on redundant Call Logging activities
Provide customer satisfaction with value added services such as Parking, Forwarding, Retrieving, Call waiting, CLIP etc.
Deliver on Service Level Agreements with least disruption of service
Based on our understanding of customer requirements, we estimated that the customer required a robust and scalable Solution that could cater to
Increased growth
Provide competitive advantage.
Handle the increasing DNC list (DO NOT CALL LIST)
Result in tangible process improvements.
Provide Features to support call center activity such as
Call logging,
Call barging,
Call recording,
Failover of link and server
Provide operational support to run their IT Operations efficiently with least disturbance
eNoah implemented its Call Center Management Solution to resolve the client's concerns successfully. eCCMS is an integrated CRM, Automated workflow Call Center Management Solution with Advanced Dialer features. eCCMS was designed to boost productivity, is very intuitive,customizable and simple to use
eCCMS is also able to effectively manage customer relationships and ensures that business processes are performed proactively according to specific and critical business requirements
It facilitates contact centers to manage contacts and ensures that the information flows efficiently and profitably with visible business productivity
Features
Supports Call Barging, Logging, Recording etc
Supports Inbound, Outbound, Mixed calling and Autocall back
Payment Gateway Module that supports IVR credit card payment
In built Echo Cancellation option
Option to integrate with Open source CRM (Sugar CRM,Vtiger CRM) or existing CRM
Payment Gateway Module that supports IVR credit card payment
Supports Telemarketing without agents
Supports Interactive Voice Response
Integrated call recording
Three way calling within the agent application
Scheduled callbacks
Flexible dial plan login and Time based rules
Phone directory and dial by name support
Ability to dial on a single campaign across multipleasterisk servers or multiple campaigns on a single server
Ability to broadcast dial to customer with a pre-recorded message
Real time reports – Campaign wise Details/Summary reports
Inbound and Outbound Calling reports – Hourly, Daily, DID,IVR, Leads, Status
Agent reports – Time, Status, Performance, Time sheet Details
Time Clock reports and Other reports – System Performance,Maximum System Stats, Admin Change Log
Comparative Study - Manual vseCCMS
Necessitated Minimal Training Period and Transition Time
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