South Africa Call Centre Software - TouchStar for insurance

By: Touchstar  11-11-2011
Keywords: Call Centre, Call Monitoring, Predictive Dialler

TouchStar for Insurance
TouchStar for Insurance is the complete call centre solution for companies operating in the highly competitive insurance sector. If your business is to sell insurance policies and warranties, the TouchStar for Insurance solution based around a state of the art predictive dialler will eliminate answer machines, busy tones and no answers putting only live call through to your sales agents and their time is maximised.
There are a number of reasons why TouchStar for Insurance is a perfect fit with the systems held within insurance operations:
Blended Inbound and Outbound Campaigns
TouchStar for Insurance can easily blend outbound with inbound calls. This can prove essential if prospective customers need to call you from either a promotional number on your website or in response to an outbound call. Furthermore, these calls can be routing to your agents with the required skill sets, for example on a particular insurance product via the TouchStar skills based routing.
Website Integration
Your website will provide one of your valuable source of leads with potential interested customers making contact with you. The TouchStar system can integrate with your website, imports the details completed in your web form and has the capability for you to be talking with these potential customers within minutes.
Remote Call Monitoring
You do not have to be physically sat in your call centre to monitor whether your agents are employing the correct sales techniques – you can monitor agents anywhere with a PC and internet connection. Not only can you listen to calls, your clients can too which ensures complete transparency for organisation.
Complete Management Information Suite
You can be safe in the knowledge that the TouchStar system is a secure business process. Your agents would never have access to customer’s personal details.
As you will be aware, it can some take time to train your agents. However, TouchStar’s intelligent scripting provides all the pre-defined validation, calculations and decision making your agents will require to allow them to be perceived by prospective customers as insurance experts. Agents have to follow the path stipulated in the script by management. The scripting also means that your agents can be up and running on the phone within a single day.
By providing full inbound functionality including ACD, IVR and skills based routing, the TouchStar system enables you to segment your incoming calls by a number of factors. For example, you may operate a number of websites or several campaigns – the system allows for each different product or campaign to have a specific welcome message or on-hold music to clients.
Call Recording
The TouchStar system provides digital call recording as well as a simple tool for searching and playing recordings. The system also records calls to a third party even if he or she is not on the TouchStar system. This may be particularly helpful if your agents need to transfer calls to insurance experts within your company as it does not require the latter to have TouchStar licenses.

Keywords: Call Centre, Call Monitoring, Monitor Agents, Predictive Dialler,

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