Revolutionizing Rapport: How Our Contact Center Makeover Boosts Agent ‘Mojo’ and Customer Smiles

Challenges.

In today’s fiercely competitive insurance landscape, where customer loyalty reigns supreme, delivering a superior Customer Experience (CX) has become a strategic imperative. Our leading insurance provider client identified a critical need to optimize their contact center operations. While striving to deliver a unified omnichannel experience (voice, chat, social media) that met customer expectations, they faced the ongoing challenge of balancing satisfaction with cost efficiency. Further compounding the issue, a lack of robust contact center analytics limited their ability to make data-driven decisions.

Solution.

Coforge’s solution transformed the Contact Center and elevated the customer experience. Chatbots and Knowledge Articles were enabled which empowered client’s end customers with self-service options to find answers anytime, resolve issues & complete tasks independently, freeing up agents for complex issues. Integrated with the policy and claims systems to empower customer service representatives (CSRs) with the information they need to resolve issues on the first contact. Real time insights into service rep’s performance, utilization, and key metrics

The Impact.

• 70% of the issues were resolved during the 1st customer contact 80% of the agent’s capacity was utilized as the work was distributed based on bandwidth
• 80% of the agent’s capacity was utilized as the work was distributed based on bandwidth
• 60% reduction in Average Handling Time (AHT) spent by service reps handling a callIncreased customer satisfaction as the quality of interaction improved
• Increased customer satisfaction as the quality of interaction improved