Empowering Contact Center Agents to be Self-directed

A case study with a major life insurance provider & Inova Solutions

The Challenge

A large, multi-national life insurance company opened a new, blended contact center in 2009. Managers knew they needed a middleware product that would integrate with the two telephony products that were to be installed. They wanted a system that would drive accountability, create competition between teams, provide insight into KPIs and sales, and allow agents to be self-directed.

Combine all of these goals with an upcoming grand opening celebration, which boasted a guest list of many important people doing a walk-through of the new center, and this life insurance provider needed a dependable solution fast.

An executive at the company approached Inova Solutions about integrating with their ACD platform. Inova Solutions integrates with virtually every platform and immediately set to work to come up with a customized solution to fit the customer’s needs.

The Solution

After discovering the customer's goals, Inova recommended its digital signage solution that delivers real-time contact center metrics and dynamic multimedia content, such as live video, charts and graphics.

The customer already had several LCD screens with a cable source in place, and Inova's digital signage solution's ability to make the existing screens come alive with actionable data and video intrigued project sponsors within the life insurance company. The solution was quickly implemented on all LCD displays, visible to more than 250 agents.

The Results

After several months of using the solution, this Inova Solutions customer is beyond satisfied. Contact center agents, supervisors and managers at this major life insurance company have insight into the KPIs they need as well as a sense of competition to out-service other teams.

Since installation, the attention-grabbing digital signage views continue to keep everyone in the center aware of changing conditions and the status of outbound calls. Providing agents with tools that enable self-direction allows for valuable savings across numerous aspects of the contact center. Agents' ability to self-direct and stay aware of essential KPIs has helped prove a solid ROI for a major player in the life insurance industry.