The solution has helped Accident Fund in its efforts to improve call routing capabilities, reduce call-abandon rates, better manage the workload of call center representatives and help assure that all calls will be answered by the most skilled representative available, said Siemens.
According to Siemens, HiPath ProCenter provides Accident Fund with an intelligent skills-based routing process that helps ensure callers are directed promptly to the representative best suited to help them, while minimizing wait times and improving productivity for the representatives.
According to Accident Fund, the solution has enabled them to reduce their call abandon rate by almost 50%, since callers can reach representatives more quickly and, even at times when there are fewer resources available, callers will still reach a live person. In addition, the new routing and dynamic queuing capabilities based on skills resume for each representative enables Accident Fund to better manage the workload and pay scale in their call center.
HiPath ProCenter has provided Accident Fund with reporting and real-time management capabilities, helping them enhance each caller experience. Using effective performance data, Accident Fund can utilize representative resources more efficiently, freeing them to focus more on customer care.
Presence and collaboration tools deployed on the representatives’ desktops streamline communication among different lines of business, helping to increase individual productivity and contributing to higher first contact resolution. HiPath ProCenter will also enable Accident Fund to more easily expand their center virtually to support multiple time zones as they seek to address new markets outside of their current region without adding expensive resources.
Accident Fund also deployed Siemens’ HiPath 4000 real-time IP platform to provide digital, analog and VoIP functionality on a single platform. The HiPath 4000 solution delivers the resiliency, scalability and distributed infrastructure that Accident Fund required for their environment. Accident Fund said they were also able to reduce the total number of systems they needed to support, simplifying management and reducing their total cost of ownership.
Rita Ramsey, manager of business development service center at Accident Fund, said: It is incredibly important to us that our customers feel valued and are able to have their questions and concerns addressed in a timely manner. Siemens HiPath ProCenter has not only given us the tools we need to make that happen, it was the most user-friendly and cost-effective package we considered.