The services we offered to Claim Desk were:
Phone system support
Inbound and outbound calls
Follow ups and aftercare
Chasing and locating engineers
Diary system management
Real time chat services
As with any financial or insurance-based company, Claim Desk were experiencing high call volumes and were experiencing a number of dropped calls throughout the day, meaning customers were leaving the experience unhappy that they hadn’t spoken to their assessor.
CX247 implemented a phone management system where our agents would take over the phone system support, particularly during busy periods. We helped to book in appointments with engineers and other third parties and found a substantial decrease in dropped calls.
Through further analysis, we worked to ensure after care was given and follow-up calls were made to confirm the customer was satisfied. We also proactively chased and located engineers and updated customers who were expecting visits. Since working with CX 24/7, Claim Desk reported a 0% dropped calls rate.
Live chat outsourcing
Back office support
Social media support
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