Custom Call Centre Software

Insurance Line

Background

A call centre needed to cope with the recording of large volumes of information in response to TV advertising.

What was required:

The details of people calling in needed to be recorded quickly and accurately and a process put in place to ensure sales staff called the prospect back within a certain time. These procedures defined the marketing model of the company. Failure to meet these goals had serious implications for the performance of the organisation.

Mintec’s solution

We found that Insurance Line gained significant efficiencies through the custom software application we developed for them.   Mintec pulled several technoclogies together to achieve this.  We interfaced with the Genesys predictive dialing system to streamline the call taking and developed a customised Customer Relationship Management system to track which customers had been contacted.  We also developed Customised Billing system and a Billing Anniversary system.  The anniversary system is mentioned separately because it was a complex issue.  We also developed a Mailout interface and incorporated a Workflow Management system to follow up on letters sent and calls made.

Technologies used:

Various dot Net technologies and SQL server.

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