Backoffice Pro Delivers Comprehensive Call Center Services to Leading UK Motorcycle Insurance Provider

The Brief

• Client Profile: Our client is the top motorcycle insurance provider in the UK, offering technical expertise and customer service to riders nationwide since 1975. With over 300 professionals, they specialize in finding the best rates and tailoring policies to individual needs.
• Industry Domain: Motorcycle Insurance
• Challenges Faced: The client was experiencing rapid growth and needed to enhance their customer experience while streamlining operations. They faced challenges in scaling customer interactions, providing specialized technical support, managing multiple business lines, and maintaining business continuity during the global pandemic.
• Project Objective: The client approached Backoffice Pro to optimize their outbound collections, manage multiple lines of business, and enhance overall customer service while adhering to strict Service Level Agreements (SLAs).

The Solution

Backoffice Pro developed a comprehensive call center solution tailored to the client's specific needs and growth trajectory. Our team of experienced professionals utilized advanced technologies to deliver high-quality customer experiences.

• Scalable Staffing: Started with 6 advisors for outbound collections, growing to over 100 advisors across various business lines
• Specialized Support: Provided expert technical support, customer service, and sales assistance
• Dedicated Management: Assigned 8 support heads (7 in operations, 1 in training) to ensure consistent service delivery
• Adaptable Operations: Demonstrated flexibility and resilience during the global pandemic to maintain uninterrupted service

The Outcome

Our call center services significantly improved customer experience and operational efficiency over a six-year partnership.

• Enhanced Customer Satisfaction: Enhanced customer satisfaction and loyalty through specialized support
• Streamlined Operations: Streamlined operations and improved efficiency across multiple business lines
• Service Continuity: Maintained service excellence and business continuity during challenging times
• Seamless Integration: Seamlessly integrated with the client's operations, rivaling onshore capabilities

Financial Advancements:

The solution significantly improved the client's operational efficiency and customer service quality, potentially leading to increased customer retention and business growth. By partnering with Backoffice Pro, the client was able to scale their operations effectively while maintaining high service standards. This approach led to improved overall performance and set the foundation for sustained growth in the competitive insurance industry.