Digitize processes, build trust, and deliver an exceptional customer experience.
Insurance industry
Partners
Some challenges that insurance companies are facing
- Poor quality customer data
- Insurance is a business of "trust," but it is not easy for companies to recruit and train a sales team that is truly skilled and experienced enough to build trust and ensure a positive customer experience.
- There are no tools for managing orders, invoices, or contracts for customers. Manual business processes are complex, making it easy for customer complaints to arise.
- There is no tool to store all types of service and insurance information to provide the fastest advice to customers. Inability to manage customer data from multiple channels leads to fragmented and duplicated data.
- Employees who leave often take data with them, leading to data loss and even the loss of loyal customers.
Solution from Bell24VN
Operating a multi-channel call center for the e-commerce industry
- Listen to and answer customer questions about products and services.
- Receive and handle customer requests, complaints, inquiries, and feedback from multiple channels (calls, chats, SMS, email, social media, etc.).
- Collect information, categorize it, and quickly direct customers to the appropriate department.
- Proactively call customers to: Remind customers to make payments and pay fees.
- Sales consulting, product marketing, new services
- Conducting surveys to assess needs and gather feedback on service quality
- Join the event, participate in the program...
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Telemarketing
- Build a database of potential customers for the insurance industry or add to the existing database to facilitate closing sales.
- Build a specialized, experienced, and well-trained telesales team. Easily cross-sell and upsell products and services successfully.
- Handle hundreds of calls simultaneously, including cold calls.
- Applying technology in operational deployment and report monitoring to maximize call center performance. Examples: AutoDial, AutoCall, ACD, Robotic Process Automation
- Leading system quality and operation for over 16 years
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Ensure and comply with the established SLA
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Ensure Productivity, Increase 60% Revenue
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No need to invest in infrastructure, recruitment, or training costs.
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Flexibility in project scale and operation methods
Digitization, automation of Operations, Sales & Customer Service processes
1. Customized Customer Relationship Management
- Customize the CRM system based on business needs. Deep integration with existing software creates a seamless and unified workflow.
- Automatically classify customer segments based on business needs, creating an analytical foundation to deliver services/products tailored to customer requirements.
Synchronize data, documents, and information between departments (front and back office, branches), ensuring that everyone has access to the same information and that data transmission is seamless.
Supports specialized features such as:
- Manage each customer's registration form
- Service provision management, insurance asset management
- Approval management: Documents, registration forms, contracts
2. Omnichannel
- Multi-channel interaction and unified customer experience across traditional channels such as phone and SMS to digital channels
- Live video call feature
- Track customer journey
In-depth reports and analysis on:
- The effectiveness of each campaign and agent performance in real time or periodically. Reports on average call handling time, conversion rates, customer satisfaction scores, etc.
- Report on the customer journey across all interaction channels
3. Customer Service, Sales, Marketing Automation
- Automatically send emails, SMS, and mobile notifications with information about services, policies, and promotional programs according to a schedule, or remind customers when their insurance contract renewal period is approaching.
- Speed dial feature, auto call, helps make a series of calls to customers in a short time
- Automated customer interaction via Chatbot and Voicebot
- Voicebot applications and Smart IVR calls help customers proactively find the information they want.
4. Remote agent platform
- Allows businesses to deploy switchboard operations remotely. Employees can log into the switchboard software on any computer or smartphone with an Internet connection.
- Allows supervisors to monitor agent activities such as online status, number of calls handled, downtime, and compliance with security regulations.
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Increase 96% CSAT
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Enhanced 90% performance
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Eliminate waiting time
Triple S – Mystery Shopping Service for the Insurance Industry
This is a solution that helps businesses have an objective and accurate view of the quality of services, business processes, and quality of human resources that the business owns. Bell24 Vietnam does this by acting as a customer to experience and evaluate the business's contact points with customers from the perspective of a real customer. Mystery customer service can be deployed on multiple channels (Offline, Online, Call)
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Training solutions for insurance companies
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Advanced Skills Course
- Customer Service Mindset, Customer Profile, Customer Centricity & SLAs
- Inbound Skills: Communication, Voice, Language
- Outbound Skills: Designing Outbound Call Scripts, Situation Handling Process
- On job practice: Practice specific cases with real customers. Practice directly on the system.
Insurance LMS System
- Online learning and training system is easy, scientific, intuitive, students can study anytime, anywhere.
- Digitizing corporate training programs
- Help deploy synchronous training for branch and agent systems without spending a lot of resources and costs.
- Fast application. Buy directly or rent the system and get free teaching content worth up to 36 million VND
About BSV
Why choose Bell24VN?
- Ensures highest security standards such as PCI-DSS, ISO 27001, GDPR
- Deep understanding of the Insurance industry
- Comprehensive solution, closely following business processes
- High flexibility at any time
- The most optimal cost
- No. 1 operating experience in Vietnam with more than 200 projects
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Case Studies
Outstanding efficiency when implementing insurance sales consulting using technology
Design a call center software solution with auto-dialer feature to make calls with higher efficiency, and integrate call center CRM with other partner sales software via API
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