As a company that provides direct-to-consumer insurance products, Major Insurance Company (MIC) employs agents to handle the company’s customer service needs. The company receives thousands of calls per day that range from product inquiries, to claims, to payments, and more.
A Major Insurance Company with a high-volume call center used agents to manually process payments over the phone. The company choose Plum Voice IVR apps to automate over-the-phone payments. Using automation and Plum’s VoiceTrends analytics suite, MIC achieved an 89% call containment rate for payment calls, which resulted in 350% cost reduction and a better, streamlined customer experience.
Utilizing Plum Voice’s platforms enabled MIC to significantly improve its customer service offerings and experience while at the same time cutting costs. With an automated payment application in place, MIC’s live agents spend more time providing high-touch service for customer inquiries. At the same time Plum’s platforms ensure that their mission-critical financial requirements are secure and compliant with industry best practices.