CHALLENGE:
An insurance company providing customized voluntary benefit solutions to fortune 500 companies and large municipalities and state governments had successfully packaged voluntary benefit solutions. They needed a central location for enrollees to obtain information regarding their various program offerings. In addition, the client's call volume could spike at various times of the year as new offerings or open enrollment periods occured.
SOLUTION:
ACS created an inbound contact center program to handle the numerous inquires, call spikes and to provide the appropriate response to the enrollees. Advanced scripting, training and managment planning were combined to create an effective and responsive cross-sell program.
DELIVERING THE SOLUTION:
ACS developed the help desk system that qualifies the client's employees when they call and answers their initial questions. ACS then redirects a customer to the appropriate agency representative via a "hot transfer" of the call in a process that is transparent to the caller.