The Telemarketing team at Heritage Health, a private medical insurance broker, have generated some 60% increase in customer “Transfers” since using the poweredbyrostrvm cloud contact centre service.
Emerson Peacey, Managing Director at Heritage Health, says, “We offer UK Private Medical plans, International Medical Insurance for expatriates and specially-designed schemes for individuals, groups and businesses. With poweredbyrostrvm we’ve managed to increase our telemarketing performance, without using more staff or data, and this is expected to rise still further.”
Heritage Health chose the poweredbyrostrvm cloud contact centre to deliver:
- inbound contact management with skills-based routing and queue functionality
- automated dialling supporting structured, outbound campaigns with inbound blending
- agent support on the desktop, with scripting tools and process flow management
- call recording and retrieval
- management information and analysis tools
poweredbyrostrvm supports Heritage Health’s outbound campaigns and routes incoming traffic to the best-skilled team member to deal with each enquiry. The poweredbyrostrvm Management Information System delivers contact centre operational data, combined with business performance statistics, to enable the contact centre to gain an insight into performance and make changes as required.
Emerson adds, “Having a cloud-based solution makes commercial sense for us as it allows us to scale up or down depending on requirements and we don’t have to take on additional staff or invest in hardware on site. There’s no expensive outlay – and no worrying about maintenance and upgrade costs. The team at Rostrvm Solutions were proactive, supportive and helpful in advising on and addressing some of the operational issues we faced by moving from our previous supplier and in bringing together our SalesForce.com CRM with the new service.”
The ability of the poweredbyrostrvm system to handle diverse call flows and provide management information has given Heritage Health the flexibility to run an even more efficient, high-performing contact centre.