Software delivering real-time leads directly into the call centre transforms insurance brokerÂ’s operating model and increases sales
Software delivering real-time leads directly into the call centre transforms insurance broker’s operating model and increases sales
Insurance broker, ChoiceQuote, is using customer interaction management (CIM) solutions from Noetica to increase lead conversion from price comparison websites, by implementing the provider’s Synthesys product at its call centre in Liverpool.
Customers wanting an easy way to find the best insurance deal have embraced price comparison (otherwise known as aggregator) websites. However, for brokers they have made a competitive market even tougher to gain and retain business. In response, ChoiceQuote is using the new Web Transfer Service module within Noetica Synthesys to directly import leads every time the company ranks at the top of a search in real time and feed them into the call centre to follow up.
Chasing every potential sale
Leads enter the call centre via the Synthesys Outbound Manager, where they are queued for calling. Using Noetica’s Script-Aware Predictive Dialler calls are made and agents are, in turn, presented with an intuitive desktop, callflow script guide to ensure they efficiently give and receive the right information at the right time, in line with ChoiceQuote’s business processes. Using the callflow script increases the agents’ ability to convert the lead, as well as identify cross sell and up-sell opportunities. Unanswered and failed calls are automatically rescheduled via the multi-channel Call Recycling function of Synthesys, to provide the broker with a full end-to-end campaign management strategy.
Tom Hassall, ChoiceQuote business support manager, commented: “The optimum time between receiving an aggregator lead and contacting the customer is between three to 15 minutes. Noetica has given us a distinct competitive advantage by enabling us to proactively contact the customer about their policy requirements within this time and as a result we have increased lead conversion rates significantly.”
