Challenge: A medium sized insurance office received calls for payments constantly throughout the day, and the people answering the phone would have to relay a toll free payment number to the customers calling, so they’d have to hang up and dial the payment line. The insurance office also sold several different types of insurance, so they wanted their customers to be able to select an option for whichever carrier they needed, or the option to make a payment before and have the calls routed accordingly. They are in need of an insurance office auto attendant system.
Solution: AccessDirect provided the insurance office with a full-time, hosted auto attendant phone system. The auto-attendant gives their customers a greeting with options, the first option to press 1 to make a payment which is routed to their toll free number for payments. The rest of the options give the customers calling the office a selection to choose whichever insurance carrier they are calling about. The calls are then routed to the appropriate places. If the caller accidently presses the wrong extension, they can be easily transferred to the correct extension with the touch of a button through the AccessDirect hosted auto-attendant system.
Results: AccessDirect has saved this insurance office so much time because the callers able to choose the option they want and effectively be routed to the appropriate places before an agent or representative answers the phone. The callers no longer have to hang up and dial another number, which was a huge inconvenience to the customer. Now the transition runs smoothly, and the insurance office functions with much more efficiency. They have more time to write business for new customers, and therefore have increased their profits. They are very grateful for the system from AccessDirect, and they have even recommended other agents who are doing the same thing.
