Cox Insurance

Problems

• Predominantly inbound call centre with minimal outbound contact.
• Needed to increase outbound marketing capability as a result of affinity partners.
• Manual contact no longer practical for the size and number of campaigns.

Implications

• Need to retain customers through improved service.
• Making better use of agent time in the call centre.
• Enabling inbound agents to shift to outbound work during less busy periods.

Solution

• Amcat software with broad functionality and ease of use.
• A complete marketing- customer contact management solution that provides self sufficiency.

Result

• A dedicated outbound calling facility use for affinity partner campaigns and internal renewal campaigns.
• Smoothed calling activity through ironing out peaks and troughs.
• Cox Insurance is now able to handle high-volume campaigns of 5,000 contacts or more.
• Adherence to industry regulations.
• Closer and more profitable relationships with affinity partners generating more business.