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Royal and SunAlliance

Royal & Sun Alliance provides insurance services for private and professional clients across the Nordic region. The majority of customer enquiries are routed to their Danish call centre including personal injury, life and pension insurance. Prior to Processfix involvement the call centre was experiencing difficulty meeting customer demand with an abandonment rate of 21%. Given that many calls were sales related this was having a direct impact on the bottom line.

Through rapid data interpretation Processfix quickly identified the drivers of abandonment rate and facilitated improvement. In conjunction, analysis of performance measures highlighted that existing employee targets were not driving the desired behaviour.

To ensure right behaviours are sustained, visual dashboards are now in place throughout the call centre. With re-aligned working patterns, improved measures and increased performance visualisation Royal & Sun Alliance have improved call abandonment rate by 69%.

 
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