Case Study:
INSURANCE
Challenge
Summary
• Implement a metrics-based
calling program to establish
customer service as a point
of differentiation within a
highly competitive industry.
Solution
Summary
• Use Gryphon’s phone-based
CallAdvisor tool to support
program objectives through
keypad dispositions, track-
ing capabilities and activity
reports.
Call Activity Reporting
Across Offices
Performance Tracking
• Ensure all program call
metrics are met
• Track individual and
team goals
• Recognize top performers
• Detailed activity reporting
• New level of insight into
productivity
• 15x ROI in the first year
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MyCallAdvisor.com
Overview
An established health insurance provider
serves a variety of target markets, includ-
ing a division that supports a member
base of several million with nearly 2,000
representatives.
To reduce customer turnover and use
customer service as a way to differentiate
itself in a highly competitive industry, the
company decided to implement a metrics-
based customer contact schedule that would
ensure excellent service and encourage
retention.
$30 million
increase with company-
wide rollout.
After evaluating its program needs, the
company introduced Gryphon’s automated,
phone-based CallAdvisor solution to a large
group of its representatives who are required
to call customers at set intervals. CallAdvisor
allowed the company to establish account-
ability, track outcomes and ensure that
corporate goals were being met throughout
the enterprise.
Over $5 million
direct increase in revenue
for initial group.
With CallAdvisor, managers were able
to track individual and team performance
through a variety of customized reports. The
company also used CallAdvisor’s disposition
functionality in cases where questions could
not be answered immediately, ensuring that
the customer would automatically receive a
follow-up call from the customer service
department within 24 hours.
This new level of insight and accountability
resulted in a marked increase in productivity,
revenue and customer retention. The
company saw a $5 million direct increase in
revenue from the initial group of representa-
tives. In addition, it received a 4% increase
in retention and approximately 15x Return
on Investment in the first year of usage. After
reviewing the impact of using CallAdvisor, the
insurance provider decided to expand usage
to the entire division.
4% increase
in customer retention.