What is Web2phone?
We provide an independent view of the experience of customers transitioning from online to your call centre, benchmarked against the market to enable you to maximise efficiency and effectiveness in managing new business enquiries.
Who is it for?
Web2phone is an invaluable tool for insurance contact centres who play a key
role in their multi channel strategy.
How does it work?
Online quotes are collected through an aggregator and 2 direct sites. Follow on calls are made by trained research agents in our in-house call centre to reconfirm the quote. They provide an independent assessment of the call against over 30 consumer experience metrics.
Why will it give you an advantage?
Web2phone will identify where you can improve your contact centre performance through monitoring performance, benchmarking the market, and identifying strengths and weaknesses.
| Business impact |
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Maximise efficiency of your contact centre’s handling of online to offline new business quote queries |
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Improve effectiveness of your contact teams and call process |
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Identify opportunities to gain a competitive edge |
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Ensure consistent and compliant delivery of your messages |
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Monitor the implementation and impact of new processes |
| What we offer you |
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Expert Support Dedicated CI consultancy service to assist you in getting the most value out of our data and specialist insights. |
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Interactive Reports Access your data via an online portal. Data views include current and historic performance. Data can be exported to Excel depending on your needs. |
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Bespoke Analysis CI can work with you to create personalised data and analysis |
