With a mission to “exceed our customers’ expectations at every moment of truth by combining commitment, technology and superior job knowledge,” Aflac began looking at a wide variety of software and hardware options to increase the efficiency of the call center and to provide customers with more options to ensure the best-possible customer service.
To achieve this, Aflac developed a consolidated flow chart of the various business processes, from developing a product to actually servicing a customer, to determine where efficiency could be increased. The focus of this effort quickly narrowed to the first point of contact with a customer.
“The call center is obviously a big part of that,” says Mary Daniel, technical manager of Aflac´s call center. “We´re pretty high up on the pyramid in terms of importance since we are on the front lines of customer contact.”
When Aflac’s toll-free customer line was established in the early 90s, Aflac´s call center used manually operated cassette tape recorders to monitor and tape customer service calls.
“The arcane system was difficult to use,” says Daniel. “Supervisors often found that calls were either only partially recorded or often not at all.”
It was determined that Aflac required an easy-to-use, automated recording and tracking system that could interface with the call center’s workforce management software, reducing the workload on supervisors and creating a detailed record of customer contact sessions. After looking at several options, Aflac purchased the Autonomy Qfiniti call recording and agent evaluation solutions.