 OutRight is a specialist personal lines insurance broker providing a skilled and tailored resource to international, national and regional brokers and blue chip corporate clients.
Operating as HSBC Select UK Ltd the business was previously a division of the HSBC Group until a management buy-out in April 2003. The company is now independently owned and privately financed.
The MBO was led by the existing management team who are all experienced insurance professionals.
In order to ensure that the new OutRight company started with the most innovative working tools, to use in the competitive world of insurance broking, one of its first projects, was to implement a quality evaluation and recording solution that was flexible enough to grow as the company evolved. ComputerTel Limited, were commissioned to provide a fully tailored and flexible solution offering full integration with the Aspect ACD telephone switch. The system needed to be able to capture agent's wrap up codes, after a call had been completed. This data then allowed analysis on conversion rates, to optimise sales opportunities.
The ComputerTel solution also needed to be able to evaluate agents' performance to ensure that the quality of service was consistently excellent. Team leaders can accurately measure the quality on all call streams, and therefore gain a complete impression of each agent's performance, through the use of the recorded call and an assessment software package call Oe2. This monitors performance levels for every agent, and is instrumental in helping team leaders to evaluate the strengths and weaknesses of their team members. The voice recording element also offers the flexibility of recording all or selective agents, depending on needs and requirements.
Since implementation of the ComputerTel's software solution a close working relationship with ComputerTel has developed, that has ensured the system is being used to its full potential and paying dividends. Its operation has provided a return on investment in a very short time and OutRight is so pleased with the solution that they agreed to be a Customer Reference Site for interested parties to visit, by appointment. |
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