Backoffice Pro Achieves 95% Response Rate and 20-Second Threshold for 8,800 Daily Insurance Calls

The Brief

• Client Profile: The Insurance License Board of Canada requires a partner to handle a substantial volume of calls related to license renewals, with a stringent requirement to answer calls within 20 seconds.
• Industry Domain: Insurance
• Challenge Faced: The primary obstacle was meeting the demand for answering calls within a 20-second window while maintaining an abandonment rate below 5%. Additionally, forecasting call volumes accurately and implementing real-time performance tracking posed significant challenges.
• Project Objective: Create a solution to efficiently handle high call volumes and meet the 20-second answering threshold. Implement real-time performance monitoring tools for agents. Ensure optimal call management and adherence to performance standards.

The Solution

Backoffice Pro devised a strategic approach to meet the client's needs. The plan focused on enhancing call handling efficiency. This comprehensive strategy aimed to address the challenges and improve overall performance.

• Predictive Analytics: Leveraged historical data and predictive techniques to accurately forecast call volumes and adjust staffing accordingly.
• Workforce Optimization: Deployed a workforce management system to enhance scheduling and resource allocation.
• Performance Dashboards: Equipped agents with real-time dashboards to track their performance and maintain the required response times.

The Outcome

The tailored solution significantly improved call handling efficiency. It also significantly boosted client satisfaction.

• Increased Response Rate: A 95% response rate was achieved, consistently meeting the 20-second answering criteria.
• Effective Call Management: Efficiently managed over 8,800 daily calls while upholding performance standards.
• Client Retention: The successful implementation led to a contract renewal for the following year, highlighting the client’s satisfaction with the outcomes.