Equity Insurance Partnerships, one of the UK’s leading providers of insurance solutions to affinity partners, has seen an increase in productivity since installing rostrvm Outbound predictive dialler and rostrvm CallGuide in its dedicated outbound contact centre.
The business has a complex mix of calls to be accommodated and needed greater performance management information, showing when and why any problems were happening and allowing for a rapid response.
Mick Larkin, Head of Operations at Equity Insurance Partnerships said, “We chose rostrvm because it is a robust, flexible system which provides the business with everything it needs for the future.”
rostrvm CallGuide on the desktop provides full scripting tools and process management functions, to support agents through different types of calls. The rostrvm outbound dialler integrates effectively with other business systems and efficient performance management tools allow all levels of granularity – every detail of the business – to be seen.
Mick adds, “I think this is one of our best 3rd-party relationships in that we have been able to approach Rostrvm to talk about developing/enhancing the solution and, after the initial discussions, it’s moved rapidly from idea to implementation stage, which was what we needed. Rostrvm are great at working closely with you as a business to develop a solution that works for you specifically – and it has paid dividends. It has definitely brought in additional income into the business and improved customer satisfaction.”