Case study: Abbey Insurance Brokers

Limited in-house IT skills led Abbey Insurance Brokers to use managed services for its call centre monitoring and recording systems

Standfirst Limited in-house IT skills led Abbey Insurance Brokers to use managed services for its call centre monitoring and recording systems, which were introduced to ensure it conformed with new financial regulations.

As part of its efforts to comply with the new legislation, Abbey Insurance Brokers decided to introduce monitoring applications to ensure calls coming into its 14 high street branches and two call centres were being routed effectively and handled as quickly as possible, no matter where they originated from. It also ensured that such activities could be audited to demonstrate compliance.

A second call-recording system was likewise deemed necessary to ensure staff supplied customers with accurate information and to provide a mechanism to assess training requirements. But the challenge, according to Brenda Houston, compliance and operations partner at the firm, was that “we only have three IT staff out of an organisation of 225 and they mostly run reports and manage new agents going onto the system. They wouldn’t have known how to implement and manage projects
of this size.”

So after taking on BT to provide consultancy, Abbey decided to purchase systems that the vendor had developed for it and to have it undertake day-to-day running and maintenance of them.

Because the applications are based at Abbey’s head office in Carrickfergus, County Antrim in Northern Ireland, the vendor deals with such tasks remotely, but does provide on-site engineers, if required. Houston concludes: “The new technology has helped us to increase our business – by about 25% –since it went in because we can actively ensure that customers are dealt with effectively. We know to
bring more staff into the system during busy times and our staff training has improved, so this has greatly increased the productivity and efficiency of the business.”

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