Swinton Insurance has deployed an IP telephony package across 450 sites to increase the number of sales agents are able to make. The £1.9m installation, providing more than 3,000 insurance advisors with improved call-handling capability, was completed over seven months by Alcatel-Lucent.
Swinton installed the software because of its statistical reporting features. This included in-depth call information such as talk times, abandon rates, and internal calls - which Swinton uses to improve overall performance.
"The primary goal of the new solution was to answer more calls. Thanks to Alcatel-Lucent and Amillan, we have already increased revenue from insurance policy sales, reduced abandoned calls by 25% and improved customer service," said Adrian Hazeldine, IT director at Swinton Group.
Swinton provides a personalised service for its customers through its network of high-street branches, and ensuring that enquiries from each of its two million policyholders are always handled locally. The routing capabilities of the software, automatically routes each call first to the caller's local branch, or alternately to a cluster of 10 other area branches.
As a result, transfers to the overspill call centre have been reduced by 40%. Additionally, branch advisors' handsets are now able to display call type, driving improved market intelligence to focus on call handling.
The network IP telephony system is based on the Alcatel-Lucent OmniPCX Enterprise platform, OmniTouch Contact Center software and OmniVista 4760 Network Management platform. VoIP has improved internal communications and enabled free telephone calls among all Swinton sites and branches, resulting in estimated savings of more than £100,000 per year.