Admiral Insurance
“Kcom’s OpenCONTACT automated dialler solution enables a more proactive approach to customer service and improved the productivity of our outbound operations by 65% in just three months.”
Kcom was awarded Admiral’s ‘Supplier of the Year’ accolade following the deployment of a predictive dialling solution at the company’s contact centre.
The solution underpins the company’s strong growth and customer service strategy, enabling a more proactive approach and boosting the effectiveness of its workforce.
The Admiral Group is one of the UK’s leading providers of insurance, with over 1.1 million customers. Employing 1,700 people at two sites in Cardiff and Swansea, it sells car insurance to private individuals through targeted brands including Admiral, Bell, Diamond and elephant.co.uk.
Customer Service Differentiation
Admiral differentiates itself on its high quality customer service, and wanted to deploy an automated dialling solution to help adopt a more proactive approach, as the company’s Outbound Manager, Brian Martin explains:
“We needed a more effective outbound customer communication channel to meet our ambitious growth plans and increase customer loyalty. We thought our customers would benefit from a phone call to remind them of their renewal date and cover plan options, and that this would also provide an opportunity to cross sell our products. In this way we could not only retain our existing customers but win new business as well.”
OpenCONTACT Boosts Production
Admiral’s telecomms department was tasked with sourcing a robust automated dialling solution that could be up and running within 12 weeks and be easily integrated with the company’s existing infrastructure. Kcom’s OpenCONTACT predictive dialler fully met these criteria.
“OpenCONTACT improved the productivity of our outbound operations by 65% in just three months, and this efficiency increase has a very real effect on our bottom line,” continues Brian Martin. “We can now run research exercises in one evening that previously would have taken weeks. This information ensures that we are always in tune with our customers’ needs, which is our ultimate goal.”
OpenCONTACT was integrated with Admiral’s primary telephony infrastructure, based on Nortel Meridian IP PBX Communications Servers and Symposium Contact Centre Manager Servers. This enables Admiral to operate efficient call blending (where the same agents are used for both inbound and outbound calls), which helps the company optimise its resources.
This is particularly important now that an increasing amount of business takes place online -inbound agents who would otherwise be underutilised during the day can be incorporated into the outbound team and proactively follow up Internet quotes, for instance. Calls can also be seamlessly sent between Admiral’s two sites - again enabling the company to maximise its resources as it has found skilled agents easier to recruit in Swansea than Cardiff.
Upgrade Adds Further Value
Kcom has recently upgraded Admiral’s dialler to the latest version, which delivers additional dialling features as well as enhanced reporting and compliance tools.
“The upgrade provides us with a flexible reporting suite to give exactly the real time statistics and analysis we require. We quickly created a dashboard on each agent’s PC which displays both sites’ activity levels - this has already had a positive impact on performance!” adds Simon Petfield, Admiral’s Telecomms Project Team Analyst. “The new answer phone feature will also improve productivity significantly. Answer phones account for 40-50% of calls, and this new feature will save our agents 4-5 seconds on each of these calls. Last but not least, OpenCONTACT 2.0 will ensure that we continue to be compliant with current and future industry regulations.”
“OpenCONTACT has constantly outperformed our expectations, and Kcom continues to provide us with superb support and training. Kcom knows our technical infrastructure inside out and really understands our business.”
Brian Martin, Outbound Manager Admiral
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