South African Insurance Company Streamlines and Saves with One-Stop Call Center Solution
Headquartered in Johannesburg, a large independent insurance administrator was seeking a solution to its inefficient and inadequate phone system for its telesales and customer service call center, as well as smaller call center in Cape Town. AVOXI installed Smart Queue – a call center VoIP solution with a monitoring and management application that efficiently handles the company’s telephone traffic and provides managers full visibility to calls, agents and queues via live statistics and historical reports. The system also records calls and tags them for easy retrieval, meeting a statutory requirement for insurance companies. In Cape Town, AVOXI installed a similar system.
AVOXI’s Smart Queue call center solution serves more than 200 insurance agents, enabling supervisors to monitor and proactively manage customer interactions. As a licensed telecom carrier in South Africa, AVOXI also handles the company’s outbound calls to mobile phones and landlines – offering competitive rates and on-site technical support.