Case Study: Insurance Broker Adds Automated Queuing

Chill Insurance have introduced automated queuing and improved their customer experience with help from Interactive Intelligence.

Chill Insurance is an insurance broker based in Ireland. They compare underwriters across motor, home, business, travel, gadget and van insurance to obtain the best price for their customers – and currently employ approximately 300 staff.

The problem

In a fast-paced, highly regulated industry such as insurance, having the proper technology to support the company’s call centre is important.

“We had an old PBX system which was very clunky and didn’t provide the reporting and performance management capabilities that we needed,” said Kevin Gannon, COO at Chill Insurance. “Because we are in a compliant industry, we need to have best-in-class call recording and call retrieval solutions.”

The solution

Interactive Intelligence supplied its Customer Interaction Centre (CIC) solution to the insurance brokers. CIC is a multichannel single platform that manages and blends inbound and outbound interactions, providing automated queuing and routing, as well as real-time monitoring and full-time visibility.

“Interactive Intelligence understood our requirements and its solution fits into each area as required. We use the Customer Interaction Centre software and the business manager to analyse our calls and provide us with the statistics we need,” continued Kevin Gannon. “We currently use the dialler, scripter, and other elements of the software to enable us to effectively manage inbound queues and outbound campaigns, and handle smooth interaction between our different departments.”

The benefits

The most significant change for the call centre is the way in which call retrieval is handled. CIC allows agents to search using a number of different criteria in order to access, retrieve and tag calls.

“We’re an agile, fast-growing company, so getting the right information to the right people at the right time is important. CIC allows us to route the customer to the appropriate agent, at the right time so that we can deliver the right product for that customer,” said Jo Fernandez, head of sales, Chill Insurance. “The whole system is very flexible. At any moment in time we can switch agents from different campaigns and workflows. The most important thing for us is to assist our customers as quickly as possible. We are no longer relying on manual intervention or waiting on an IT ticket in terms of development. Everything is instantaneous and that’s why we will continue to provide best-in-class service and solutions to our customers.”

For more information about Interactive Intelligence, visit their website.