Union Insurance provides people with access to greater financial security through insurance plans that protect against the financial impact of major life traumas.

Union Insurance strives to exceed its client’s expectations through customer service excellence, embracing technology and innovation to deliver affordable products.

Challenge

  • Facilitate complex blended sales process
  • Increase operational flexibility
  • Improve visibility and margins

Solution

  • Auto-dialling and intelligent, real-time scripting fully integrated with the CRM system

Benefits

  • Increased contact rates leading to higher sales
  • Reduced training times
  • More up-sell/cross-sell opportunities
  • Better visibility of costs and KPIs
  • Increased customer satisfaction rates: 80% of customers would now recommend UIB
  • More efficient business processes
  • Advisors can sell the most appropriate policy and scripts automatically change based on the information provided by the customer.

IT developer, Anousheh Hamidi says “Advisors forgot to ask for certain information and applications had to be re-done. Now, data capture is more complete because the system guides the advisor and feeds the relevant information to them. We can also change scrips easily. The reporting we get enables us to measure conversion rates, which helps us see which products or scripts work best, and if necessary, make modifications on-the-fly”.

Infinity has given us greater control over how our marketing campaigns feed into our call centre, with the right script and product being presented to the agents. I have been very impressed with their technical acumen and the flexibility of the system.”

Anmol Cheema, IT Director.

Infinity EfficiencyInfinity Efficiency

Infinity’s innovative approach built on real customer service challenges and improving the user’s abilities to deliver on customer experience has meant that Infinity has been chosen by five of the largest BPOs in the world.

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Business Process Outsourcing (BPO)Business Process Outsourcing (BPO)

Infinity’s innovative approach built on real customer service challenges and improving the user’s abilities to deliver on customer experience has meant that Infinity has been chosen by five of the largest BPOs in the world.

learn more

Resources

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About

Learn more about what we do at Infinity, leading provider of software solutions that optimise efficiencies and outcomes for key organisations that require effective dialogue with their constituencies, be they clients or the general public.

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