Insurance is designed to protect people and their valuables, cars, and properties from the impact of unexpected events. But people often find insurance complex and difficult to understand, which is why many still prefer to speak to an advisor, rather than buy online.
That’s why insurance providers have long been pioneers of building the multichannel customer experience.
Insurance poses other challenges. If people do need to make a claim, it can be under difficult or challenging circumstances, so a unique level of sensitivity is required to ensure a smooth and painless process.
For one leading insurance provider, the key to balancing these needs is continuous staff training and development. With operations throughout the Nordic and Baltic region, the company is a major provider of insurance products to individuals and businesses.
The challenge
Improve on their existing recording solution
The company had long recognised the essential role of call recording in staff training and development. “When people speak with us, they convey so much information. It’s not just what they said, but it’s how they say it – transcripts help, but everyone has a tone and nuances matter.
The way in which our advisors react is just as important. We want to have a conversation with customers that really matters and ensure we say the right things. Recording and reviewing these conversations makes a big difference to how we learn and improve.”
Experts in the company had long been advocates of call recording. A solution from a well-known vendor had been adopted some years ago, but, over time, the team had become aware of its shortcomings.
The company had been using the same platform for 18 years and it had not kept pace with changing needs. The task of just managing the IT updates started to consume more resources, turning into big projects that required six months of planning, with the associated costs.
But there was a more fundamental challenge to solve. To secure the benefits of recording, calls need to be easy to access and share. However, the existing system lacked a user-friendly interface, which made it difficult to find and retrieve files.
The company’s success also created an additional challenge – security. As more employees needed to listen to recordings, the risk of unauthorised access increased. This was a growing problem, as the current platform had no streaming functions and each recording was circulated either within the organisation or externally, potentially leading to a leak.
The company faced a dilemma. It could capture the recordings needed, but it was becoming harder to obtain the benefits. The business and IT team decided to tackle these challenges before they placed the company’s reputation in jeopardy.
The solution
A flexible solution with better user experience
The company’s business and IT experts required a call recording solution that could offer a better experience to its users and allow better retrieval of the recordings. The new solution also had to have the flexibility to evolve and adapt to future business needs. In addition, the customer planned to move from several Cisco platforms to a common Contact Centre platform.
They evaluated a number of vendors. Requirements were clear:
- Simple, user-friendly interface with permission-based control
- Comprehensive call recording capabilities
- Ability to easily share and access recordings, securely
- Capacity to grow, easily and cost effectively
- Omni-channel support
- A clear, future-proof roadmap
- Flexibility to adapt to new requirements
- The highest levels of IT security
The clear winner was Touch Call Recording Service, a comprehensive managed solution. It enables all conversations between advisors and customers to be recorded and, as the solution offers a web portal interface, provides a user-friendly environment for searching and retrieving recorded calls.
The implementation phase began. “When choosing a new partner, there’s an element of risk. But, in this case, everything proceeded smoothly – it’s a managed service, so it was easy to integrate with our platforms, without any disruption,” explained a company expert.
Results and next steps
Future-proof multichannel recording
While the implementation went well, the real proof of success came from the users. Touch Call Recording Service enables easy search and retrieval of recorded calls through the web. Importantly, only authorised users can access files. This ease of-use allows advisors to spend more time on self-training.
Other systems are also changing around the Touch Call Recording Service. For example, the customer consolidated the contact centre solutions used across regional offices into a single cloud-hosted solution – without any impact on the call recording solution.
The omni-channel recording capabilities ensured that all new interfaces could easily be included in the recording programme.
“Touch gives us what we want and responds to us when we need them – so, we’re committed to the service, even though we’re embarking on some ambitious convergence projects. It protects our data and protects our customers. It’s a more elegant solution and there was nothing comparable in our old platform.”
Ultimately, the company wanted to ensure that all legacy, on premises systems were replaced by cloud offers. Migration to Touch was an important step on this journey.
A roadmap for success - Introducing quality management, assurance and training
The solution is stable and, critically, offers a roadmap. Touch has worked closely with the company to understand its future requirements. For example, the team is considering new ways to extend coaching capabilities. This can be achieved by adding tools in which questions and answers can be appended to stored files and shared among relevant advisors, teams and supervisors tospread insight throughout the organisation.
Previously, this had been a time-consuming manual process. However, the team is now implementing Touch Quality Management Service, or QMS, an automated approach that leverages the Touch portal.
QMS offers a complete solution for Quality Managers, Team Managers and Contact Centre employees to perform quality management and evaluation sessions, based on findings from the analysis of calls. It enables organisations to evaluate performance and enhance the coaching of employees.
The service combines traditional team-leader evaluation capabilities with modern self-training and self-review features. QMS automatically selects calls according to a predefined schedule and creates a playlist for team leader or advisors for evaluation.
In future, the company is planning to add analytics, because every interaction with its customers has the potential to drive organisational change – to create better customer experiences, increase loyalty, reduce costs, improve sales effectiveness, improve agent performance and regulatory compliance, and more.
“We’re happy and our users are happy”, commented a spokesman. “But, we’ve got more than a new recording solution. We have a partner with clear leadership, who gives us attention when we need it and stays engaged with our business. We need to feel that we matter to suppliers and we certainly do to Touch.”
Would you like to know more?
Find out more about Touch Call Recording Service and how this will benefit your business.
