How SierraGold Helped a Large Auto Insurance Company Improve Call Center Agent Productivity

Facing a backlog of inbound insurance claims in its call center, the United States’ second largest auto insurer needed to improve their customer experience. Based in Maryland with locations across the United States, the company offers insurance in all 50 states, boasts more than 17 million policyholders, and employs more than 40,000 associates.

Dedicated to applying technology to enhance customer service and impact bottom-line results, this nationally acclaimed insurance company turned to SAI for assistance in improving call center productivity.

The Challenge: Reduce a Backlog of Insurance Claim Calls

Various groups within the company were struggling to meet their goals for processing insurance claims, resulting in an accumulation of  unhandled telephone calls. Our customer needed a way to identify the bottlenecks and reduce the backlog in its call centers.

The Solution: SierraGold Customized Daily Reports

To provide information specific to the problem, SAI used SierraGold by SAI™ to create customized, daily accounts consisting of detail and summary reports. Summary reports show the number of calls offered, handled, picked up by a call group, transferred to voice mail, or abandoned. This report also provides outbound calls made and total talk time by extension. The daily detail report lists each call center agent’s individual calls, both inbound and outbound.

The Results: Improved Call Center Productivity and Quicker Claims Turnaround

With SierraGold custom reports, the insurer’s call center is able to obtain the data needed to build a comprehensive matrix, which allows them to shore up weak areas as well as improve call handling and rerouting of calls away from agents who are already engaged with a customer. The result is reduced wait and response times, leading to a better customer experience and ultimately enhancing the auto insurance company’s bottom line. In summary, call center productivity has been greatly improved in a number of key areas.