Thus, the financial factor can play a major role in the initial south korea phone number library purchase of a product, and the quality of service often comes to the forefront in repeat purchases. This pattern is also true for service in the insurance sector, as shown by surveys of consumers and insurers themselves.
To track how correctly managers provide information during the initial purchase and how they resolve issues during the product's validity period, you can use Call Transcription, a function for translating audio recordings of conversations into text.
We will tell you how connecting the Virtual PBX Transcription function helped the call center of an insurance company optimize the assessment of service quality and work more effectively with customer requests.
Features of the MCN Telecom client
The insurance company, which was already a user of IP telephony and Virtual PBX from MCN Telecom, was looking for a way to ensure that the information provided to clients when purchasing services and when insurance claims occurred would best meet the needs and expectations of the clients.
Since the company had automatic call recording, call center supervisors selectively listened to calls, but due to the large volume of calls, the sample size was slightly less than 2% with a monitoring quality standard of 2 to 5%. At the same time, one conversation out of ten revealed dissatisfaction with the consultation or incomplete understanding of the characteristics of the insurance product.
Finding a solution
To optimize scripts and service quality, the company's management outlined three tasks:
Adjusting scripts according to customer pain points
Monitoring Script Compliance
Coaching and training of call center staff
The cornerstone in solving these problems was a new additional service—Call Transcription. With its help, it became possible to translate a conversation into text for subsequent analysis with a search by keywords without repeatedly listening to conversation recordings and manual transcription.
