Challenge: With insurance office call volume at an all time high, a large North East insurance agency with ten agents and support staff receives well over 100 calls a day. With many calls, the sounds of the phone ringing off the hook was annoying and distracting. While some of us might be thinking that would indicate a “booming business,” unfortunately many of the calls were for simple policy changes that take a lot of time for the agents and their staff. A corporate customer service representative could easily take these calls and complete them, freeing the staff from the constant barrage of phone calls.
Solution: Routing calls from the agency office to the corporate customer service was a simple solution with the Direct Receptionist package. The Direct Receptionist was programmed with eight extensions. Some extensions went to different departments within the corporate office customer service. When a person calls the agency now they hear a few options, for example, “Press one to make a change to your policy.” “Press two to pay a bill.” When the caller presses one, the call is transferred to the corporate customer service line and the change is made quickly and efficiently, freeing the agent’s time. Our goal was to decrease the insurance office call volume going to the agents.
Results: This customer is much happier with a calmer, quieter, and much less frantic work environment. Sales are also trending upward within the agency due to the lower call rate for customer service! The Direct Receptionist solution has allowed the agents to do what they are best at, helping new customers get great policies.