Insurance and Investment Company Case Study
The technology supporting the insurance and investment company’s contact center was outdated, resulting in inefficiencies, less-than-optimum service and relatively high costs. To improve these areas, the company decided to outsource operations related to its closed block of policies.
Using its Best ShoreSM solution, EDS transitioned call center operations to two sites in Canada. In addition, it trained agents on the client’s products and system use. It also taught supervisors how to track attendance, create reports and manage the inbound queue. EDS based pricing on a cost per call and cost per policy change basis.
The centers’ call-answer rate is about 97 percent and service quality scores surpass 90 percent. The client also cut costs by more than 40 percent.