The call processing systems will be marketed under the names ‘Targeted Retention’,’Targeted Sales’ or ‘Targeted Solutions.’ They will be offered to Assurant clients and made available to other entities.
Assurant says Targeted Solutions is not a software but a series of analytics and call management processes that have been shown to increase retention, sales revenue and customer lifetime profitability. By matching the right agent with the right customer, Targeted Solutions captures revenue that would have been left unrealized and retains customers who would otherwise have canceled a service or product.
Manuel Becerra, group SVP for Assurant diversified financial services unit, said, This system enables us to identify an individual customer’s profitability, predict the economic outcome of performing an intended action (like a retention attempt or selling a product or service) and direct the customer to the agent whose performance is appropriate to the opportunity represented by that customer. The result is that we derive significantly more value from the opportunities presented to our agents than a traditional business model.
