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A Fortune 500 Insurance Group faced the dual challenge of reducing service costs while enhancing customer experience across three of its companies. Their non-licensed lines of business, encompassing general customer care and post-sale support like billing and payment assistance, resulted in substantial operational costs.
Billing inquiries were among the top call drivers, increasing both workload and costs. The client needed a solution that would streamline service delivery, optimize efficiency, and improve quality across all three brands—without compromising customer satisfaction.
To effectively address their challenges, the insurer decided to collaborate with an experienced Customer Experience Management (CXM) provider for the first time, selecting ResultsCX as their partner.
After a thorough evaluation of onshore, nearshore, and offshore options, the ResultCX team recommended a nearshore solution. The solution leverages our highly skilled agents in Mexico and advanced technology tools, including our proprietary SupportPredict Agent AI. This extensible desktop tool puts real-time knowledge at agents’ fingertips, guiding them effortlessly to resolutions, boosting efficiency, and enhancing customer satisfaction.
Key features of SupportPredict Agent AI include:
Beyond technology, we collaborated closely with the client to enhance agent training and quality assurance processes.
Our strategic approach redefined service delivery, setting a new benchmark for operational excellence within the client’s customer support ecosystem. Through the seamless integration of Agent AI, targeted training, and rigorous QA, we achieved measurable results — boosting efficiency, reducing costs, and enhancing the customer experience.
This success fostered trust and confidence, reinforcing their decision to collaborate with an experienced partner.
In addition, our team also maintained a high level of performance across other key metrics:
