HBOS Case Study

HBOS: Insurer sharpens customer serviceA large part of the HBOS General Insurance business is conducted by telephone, and the company needed a complete and detailed picture of all its customer interactions in that channel. BT Inbound Analyst enabled HBOS to install more lines in exactly the right places and reroute traffic, while reducing the number of transferred calls and directing customers to the correct contact point for insurance renewals. The business has seen cost reductions, an enhanced renewal rate and fewer fraudulent claims, with improved customer satisfaction.

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