Home | Contact Us | Dial Direct | Car Home Insurance News Feed
 

South African Call Centre Solution Benefits US Insurance Company


August 22 - A medical insurance company in the United States sought the help of the Johannesburg-based Hi Performance Learning (HPL) over problems it was having with its call centre. According to the insurance company, the call centre service was plagued with a high staff turnover, poor customer satisfaction and high costs.

HPL was called in to identify the problems and offer a viable solution.

HPL realized that because the medical insurance call centre covered the entire United States, one of the main problems was that the staff were simply under qualified to provide the correct answers to clients because of the differing laws in US states pertaining to insurance.

To obtain high quality staff, the medical insurance company was forced to high medical professionals to answer calls, instead of regular call service staff members. As a result, the cost of hiring these professionals was simply too high. The company was seeking ways to bring down these costs, as well as limit the staff turnover that was occurring at an incredible rate because of the high pressure nature of the job.

In addition, customer satisfaction was at an all time low because clients were forced to wait up to 45 minutes as call centre staff waded through endless information in a bid to offer the correct advice.

By identifying these problems, HPL redefined how learning and performance support is offered to call centre employees. The solution drastically reduces the need for top agents to answer complex questions and allowed less experienced workers to field calls.

"In addition," said the director of HPL, Ryan Falkenberg, "the solution has significantly reduced risk to the medical insurance company because correct and accurate information is communicated by all agents in a consistent way."



Related Insurance Articles:
* Updating Short Term Insurance
* The Rising Costs of Car Insurance
* Sanlam Settles Funeral Settlement
* More Company Directors Seeking Liability Insurance
* LOA Running Risk Insurance Forum
* How to Purchase Short Term Insurance
* South Africans Battle with Insurance Premiums
* Insurance Industry Highlights Tragic Teen Road Deaths


Car Home Insurance Social Bookmark Button

Car And Household Insurer Of The Month
Low Cost Insurance
Dial Direct Insurance offers you the chance to apply for you insurance cover online for free. Get up to 25% discount by applying applying online today.

Low Cost Insurance Low Cost Insurance Low Cost Insurance Low Cost Insurance Low Cost Insurance
Click here for your free eQuote
or Call 0860 10 43 18

Quick Quote Facility


Insurance Guide
South Africa Insurance
Car Insurance For Women
Vehicle Insurance
Motor Insurance
Car Insurance
Insurance Quotes
Insurance Companies
Car Insurance Companies
First Time Insurer
Short Term Insurance
South African Vehicle Insurance

South African Insurance Companies
AIG South Africa
Dial Direct Insurance
1st For Women Insurance
OUTSurance
MyStyle Femsure
Momentum
Liberty Life
SA Eagle
Mutual & Federal
Hollard
Sanlam
Regent
Auto & General
Old Mutual
3/14/2010 7:05:06 AM
medical insurance
Sunday, March 14, 2010

Copyright © Car Home Insurance 2002-2009
Disclaimer