Industry: Insurance - automotive Employees: 650 Revenue: £108.6m
Business: A motor insurance company firmly established as a top 10 supplier on UK price comparison websites, with a customer base of almost half a million.
Challenge: In the face of strong competition in the sector, and to meet the needs of customers, 1st Central wanted to improve its customer experience by offering the latest communication channels.
Solution: Eckoh Experience Portal for Omnichannel solutions – Web Chat, Social Agent, Email Management and Knowledge Base
- Knowledge Base for accurate and speedy answers for agents and customers
- Enabled customers to change channel easily
- Handle more calls with same number of agents.
Against a backdrop of a fiercely competitive UK market, 1st Central emerged in 2008 to exploit the opportunities from the evolving price comparison sites. Following rapid growth, 1st Central became established as a top 10 supplier on UK price comparison websites and continues to strive in making buying car insurance a more accessible and effortless experience. Its headquarters are in Haywards Health, West Sussex, with additional offices in Manchester and a contact centre in Glasgow.
With customer experience being the biggest differentiator for today’s insurance businesses, providing a great customer journey is 1st Central’s priority.
The contact centre was taking an increasing volume of calls, which tied up agents’ time and led to the need to consider increasing the number of agents; and the associated costs. 1st Central recognised that technology could be applied to help ease this situation, improving the experience for agents and customers.
1st Central sought a solution that would enhance its customer experience, raising it above that of its competitors. To do this, it wanted to embrace a full Omni-Channel customer communication strategy that would enable customers to have options of choosing how they get in touch.
The business also wanted to be able to easily support the new technology and reduce the cost-to-serve, as this has a critical impact on the competitiveness of its policy pricing.
The Eckoh Experience Portal delivers Web Chat, Email Management, Social Agent and Knowledge Base solutions for 1st Central’s contact centre.
With this portal, 1st Central will be able to offer customers a choice of communication channels that meet their expectations today and easily add new channels as they are needed.
One third of agents will respond to customers via Eckoh’s Web Chat service and all agents will have access to Eckoh’s Email Management platform to respond directly to customers, or use it while in conversation. With Web Chat and email, agents can now handle more customer enquiries without increasing the headcount.
Specially trained agents will respond to all social media channels, via Eckoh’s Social Agent solution - monitoring and listening to customers and competitors for real-time insight. Agents and back-office employees will have licences for Eckoh’s Knowledge Base solution, ensuring that everyone involved has all the information they need to resolve customer queries quickly, consistently and accurately. The customer facing Knowledge Base allows 1st Central customers to find accurate and consistent answers to questions much more easily.
As we continued to grow, our contact centre was experiencing increasing pressure to provide our usual high-quality customer service. We looked to technology for the answer and chose Eckoh because of the breadth of its solutions and ease of delivery through the Eckoh Experience Portal. Lisa Beeching, Head of Operations
Today, the client can...
- Handle more customer enquiries
- Maintain the same number of agents, saving the cost of additional headcount and recruitment
- Reduce the AHT
- Provide consistent responses, for customers and agents, across all channels by having access to a single, accurate Knowledge Base
- Handle customer enquiries and any mentions of the brand via 4 social media channels
- Offer customers a choice of communication channels, such as Web Chat, email, social media and SMS.