Efi StrogiliContact Center ManagerContact Center ManagerBlueSphere

Best Outbound CampaignJuly 2, 2013

A b ti   ll  tInnovativeChallengeA boutique call center Challenge

Dedicated representativesAdd value

Established:  2007 in Greece

Add value

Turnover:  EUR 1.2 million 

8   l  Personnel:  80 employees 

CC Services: Customer Service, Customer Acquisition & Retention, Customer Support, Help‐desk

Industries:  Insurance  Telecom  Banking  RetailIndustries:  Insurance, Telecom, Banking, Retail

Certifications: ISO 9001

O tb d  igOutbound campaign

CHANGECHANGE

in processes in behavioursin processes in behaviours

O   tOur customer

Industry:  Insurance

Established: 1891 in Greece

6% ( l t d bl  th  th   d)Market share:   16% (almost double than the second)

Size:   2450 insurance agentsg

184 points of sale

8 b k1853 brokers

1.000.000 active customers

Vi iVision

CHANGECHANGE

TraditionalOld

ModernC titi•Old

•Bureaucratic•Inflexible

•Competitive•Sustainable•AgileInflexible Agile

Our roleOur role

CHANGECHANGE

TraditionalFi ld  ll t  

ModernAlt ti /S lf•Field collectors 

of premiums•Alternative/Selfcare payment channels

R t t i g  t  lRestructuring payment cycle

Company

Customer

Customer

Field Collectors Single 

Point of  InsurersBrokers

Insurers

Brokers

Point of Contact

Insurers

i ld

Brokers

Insurers Field Collectors

Costly, error‐prone proceduresLi it d f db k

Improved payment cycleImproved communicationE h d  t  Limited feedback

Delays in paymentsC t   tt iti

Enhanced customer relationshipCustomer retention

Customer attrition Overall optimized costs

R t t i g  t  h lRestructuring payment channels

Insurance  branch

Alternative channels

Field Collectors  Insurance branch

Field Collectors 

Change of habitsChange of behaviourChange of behaviourChange of processes

P j t d igProject design

Telephone ContactInformPromptRemind

Insurance Company

BlueSphereBook appointment

Back Office

Reconciliation 

Reportingack Office

CoordinationAssignmentPaymenty

Control/Monitor

Communication with insurers & brokers

and Inboundand Inbound 

S t  &  lig   tSetup & align systems

VRS[Voice

RecordingFUNSHIP [Business Suite] Recording

System]

IVRACD IVR[Interactive Voice

Response]

CTI

ACD[Automatic Call

Distribution]

CRM[Applications]

CTI [Computer Telephony Integration]

Predictive Dialercard

payment p ysystem

T   l ti  & t i i gTeam selection & training

Training of our HR for the required skills / profile for this position

Agents experienced in customer serviceAgents experienced in customer service

Intensive training with customer:g

o products, processes, terminology

ft  kill   h g   g t   bj ti   g to soft skills, change management, objections management

Dedicated team to handle insurers, collectors and ,brokers

h4 hats

Customer Service  Personal Assistant Pre & After Sales  Single Point of Representative Personal Assistant Support Contact

St k h ld   i tiStakeholder communication

Customers   Customer service

1,619,697b d  ll

196,338Updated 

618,265outbound calls Updated 

demographicscontracts

Inform           Prompt          Update          Assess

St k h ld   i tiStakeholder communication

Field Collectors   Personal assistant

63,152A i

52,144R ili iAppointments Reconciliations

Arrange      Distribute       Monitor      Collect

St k h ld   i tiStakeholder communication

Insurers & Brokers   Pre & After sales supportInsurers & Brokers   Pre & After sales support

64,782Insurer 

67,301Proactive 

callsoact e

feedback

A critical dynamic interaction

St k h ld   i tiStakeholder communication

Company   Single point of contact

CCustomer

Single Point of Contact InsurersBrokers of Contact

Collectors

R lt  t d tResults to‐date

17% Company branch81% alternative channels

83% Colle to  et83% Collectors etc 14% Company branch

5% Collectors etc

R lt  t d tResults to‐date

Shorter payment cycle

Collector

0 2 4 6 8 10 12

Self‐care

0 5 10 15weeks

4x

R lt  t d tResults to‐date

CHANGECHANGE

Habits  618,265 policyholders

Behaviours 4,453 insurers, collectors

Processes 122 year old organizationy g

TiTips:

• Good communication and excellent reporting are key to maintain control

E i t  ith   ‘ ll  t ’ t i i• Experiment with new ‘non‐call center’ training

• Experiment with new ‘non‐call center’ technologies• Experiment with new  non‐call center  technologies

• The call center can play a pivotal role in strategic p y p gprojects

T  b   ti dTo be continued....

THANK YOUTHANK YOU