Ameridial

BACKGROUND

Please describe your company and your position there.

We are a data modeling company that detects and validates rating errors in personal lines of property casualty policies. My position focuses on optimizing the outreach portion that validates predicted data used in future rating of the policy directly with consumers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ameridial?

Ameridial was selected to perform their capabilities for both inbound and outbound calling, web chat, and hosted IVR services for our consumer outreach programs.

What were your goals for this project?

We wanted to handle our call volume more efficiently with an economical solution that met or exceeded the consumer's expectations for call quality.

SOLUTION

How did you select this vendor?

We searched over 100 onshore, nearshore, and offshore BPO/call center companies and vetted their capabilities. We chose Ameridial as they clearly stood out as the leader in U.S. based cost-effective, sustainable quality services.

Describe the project in detail.

Ameridial acts as the end-to-end consumer touchpoint, ensuring that all inbound/outbound call, web chat, and IVR is handled with the highest level of outstanding quality possible. Telephone conversations are handled Monday through Saturday between 8 AM and 11 PM.

We have a team that includes customer service reps (CSR's) that have been on the program for over 10 years. The majority of the CSR's have more than 3 years of program experience. The program management has been assigned to the project since inception and has continuously refined and improved the project. We have spent between $800,000 and $1.4 million annually.

What was the team composition?

We have a staff of CSR's that varies depending on volume. We have dedicated supervisors and QA, a lead program manager, sales team oversight and executive steering committee.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Customers know our CSRs by name because of the level of sustained excellence they've provided over the years. The company has seen higher Net Promoter Scores each year since our partnership with Ameridial.

How effective was the workflow between your team and theirs?

We meet weekly to discuss program initiatives and calibrate directly with the CSR team, although we engage daily on potential growth and improvements. They truly want the program to be successful.

What did you find most impressive about this company?

Their stamina of success. It's been over 10 years and the team has only gotten stronger.

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you use to handle these needs in-house?

We want them to set customer service appointments. We used to handle this need in-house.

How many outbound calls did your company handle every day?

We handle about 2500 per day but maybe more if they want to get more sales.

What challenge were you trying to address with the service provider?

We needed to acquire more clients.

SOLUTION

What was the scope of the service provider's involvement?

They provide an ideal fit outbound call service.

Could you describe the service provider's pricing structure and how they billed you?

We have an annual contract and are billed monthly.

How did you come to work with this service provider?

I was referred by another company.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

They absolutely generate more sales and do well. They have generated 55% more business and provide excellent customer service.

How much time and money does this service provider save you each month?

They save us 12% of costs overall.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

I prefer them over others.

What are the service provider's strengths?

They offer great customer service and loyalty.

What areas can the service provider improve?

They could offer more benefits and also do more weekend hours.

How long has your company been working with this service provider?

We have been with them for three years now and the service is just getting better.

How much money do you spend annually with this service provider?

We spend $5,000 to $9,000 per year.