How an Insurance Provider Improved the Customer Experience with Callbacks
Add the power of callbacks to your customer engagement channels to decrease cost per call, reduce abandonment rates, and improve average speed of answer.
Results
Decreased cost per call.
Reduced abandonment rates.
Improved average speed of answer.
About The General
Founded in 1963, The General Automobile Insurance Services is a licensed insurance agency offering policies online and over the phone. The company is headquartered in Nashville, Tennessee, with offices across the US where their mascot, an army general, is a well-recognized figure. With a focus on drivers seeking insurance on a tight budget, The General is known for offering affordable monthly payments.
Opportunity
The General handles 170,000 customer service calls per month and experiences regular spikes in call volume. During these call surges, the company has seen an increase in hold times, abandon rates, and, accordingly, customer frustration levels. For The General, improving the customer experience during periods of long hold time was a key priority, but increasing headcount for those spikes in volume was not a viable option.
Solution
To solve this problem, The General turned to Verint for voice callbacks and web callbacks* in order to offer customers the convenience of a callback without making them wait on hold during busy periods. Now, customers can easily schedule a phone call via the online “callback widget” on The General’s website. In addition, callers phoning into the call center can simply “press 1 for a callback,” and Verint will hold their place in line until an agent is available.
“We wanted to offer our customers the convenience of a callback without consuming time actively waiting in a call queue,” says Allison Garretson, SVP, Operations & Customer Engagement, The General. “We also wanted to mitigate our abandon rate on busy days. [Verint’s] simple implementation and subscription-based model encouraged us to move forward with this solution.”
* Formerly offered as Fonolo Voice Call-back and Fonolo Web Call-back.
“[Verint] is a great partner with a great service that enhances our customers’ experience.”
Benefits
The General significantly reduced abandonment rates during peak times in the call center by giving customers the option to keep their place in line—without waiting on hold. Additionally, the callback option successfully delivered callers to the correct kind of agent every time, leaving customers happy and agents engaged.
Overall, the solution has improved the experience for the General’s customers and is viewed by the company as a competitive differentiator for the brand.
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