Zurich Connect

Country: Spain

Challenge:

In line with their growth strategy, Zurich Spain decided to set up Zurich Connect, a direct sales channel for car insurance, via a 902 telephone line and Internet service. Atento was chosen as the Customer Service provider.

This type of service requires the integration of a direct sales channel with the client company's processes and systems, to provide the customer with fast and efficient access to products and services, independent from the general information channel.

Atento's Solution:

Atento developed an information technology system for multi-channel service (telephone, chat, SMS, E-mails, and IVR), allowing Zurich customers to easily select the form in which to contact the Company.

In parallel, we developed CRM applications which allow a personalized follow up of each customer, (independently from the contact channel), allowing individual cases to be handled in a more efficient manner.

Atento also emphasized the importance of human resources for the Zurich Connect project. We assigned a specialist customer service and sales team, highly trained and motivated (via incentive schemes) in order to guarantee high quality service standards.

In addition we set up quality controls, using advanced management tools, providing detailed monitoring capability and generating reports which could be used to detect any variation or shortfalls in key Service indicators.

Results:

The choice of Atento as partner in the Zurich Connect Project, combined with an aggressive publicity campaign, produced an increase in sales of over 75% - a figure much higher than that originally forecast.

Zurich Spain was recognized in 2009 as one of the country's leading companies in terms of performance standards. As a result, 94% of Zurich Connect direct sales customers declared themselves to be either satisfied or very satisfied with the service they received.