We’ve worked hard to create and implement processes that make a transformational difference for our customers and it’s rewarding for us to have that effort recognised.
(PRWEB UK) 3 October 2013
Autonet Insurance has been shortlisted as finalists for six award categories at this year’s Midlands Contact Centre Awards, including Best Use of Technology. The evening will recognise the excellent people, processes and technology that make up the Midland’s contact centre sector from over 700 contact centres across the region.
Celebrating its 15th year in the insurance industry, Autonet Insurance has long been regarded as pioneering in its ability to explore different marketing avenues and to develop their internet capabilities and exposure. This is reflected in their impressive submission for “Best use of Technology” having recently implemented a new live chat service within the call centre.
Managing Director, Ian Donaldson commented: “It’s an honour to be chosen as a finalist for these competitive regional awards. We’ve worked hard to create and implement processes that make a transformational difference for our customers and it’s rewarding for us to have that effort recognised.”
Due to the increase in fraudulent activities within the industry, underwriters are requesting additional proof to verify people’s identity and current insurance position. The insurance broker has the ability to provide competitive rates to its customers by obtaining proof of documentation such as no claims bonus and drivers licences. The process of obtaining this can result in repeat calls, administration intensive processes, and ultimately the cancellation of policies due to non-verification.
Their new live chat service includes the functionality to upload documents securely to a dedicated advisor who can then verify the documents in real-time. The process has already significantly increased first contact resolution and has reduced calls into their customer service team by 10%.
Chris McDonald, Head of Telecommunications commented: “The real-time submission and verification of documentation through Autonet Insurance’s Live Chat system has provided the business with a robust solution to its administrative challenges. Processes have been optimised and streamlined which improves the customer journey and meets the ever-changing needs of our customers.”
Finalists were chosen from the hundreds of businesses that entered or were nominated for the titles. Going up against well established companies, Autonet will complete for the prestigious awards, with the winner being revealed at the Ramada Hotel in Sutton Coldfield, Birmingham on the 4th October.
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