Background
This major insurance provider depends on voice calls to help every customer choose a policy that fits their family's needs.
A 150-year-old Fortune 500 financial security company providing life & long-term care insurance, annuities, investments, and investment advisory products and services turned to Hiya for better voice performance. Their call center contacts potential and new insurance customers to verify the required information for underwriting.
Problem
Answer rates were down, and it was taking too much time for agents to connect with and onboard customers.
The company looked to optimize their voice channel, including their use of agents, in calling potential clients to gather and verify pertinent information to continue their underwriting process. They searched for a solution to increase answer rates and decrease call attempts in order to complete the onboarding process for new customers.
Solution
They found the solution to their slow onboarding problem with Hiya Connect.
With Hiya Connect’s Branded Call, over 37% more calls are answered resulting in more new policies each quarter. Additionally, a decrease in call attempts and 27% increase in calls answered on the first attempt resulted in greater impact on WFM planning and savings on hourly agent costs.
