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Our journey: from delivering customer service in the UK, to migrating services to our Centre of Excellence in South Africa.
SCENARIO: As a result of our partnership, which included the controlled migration of services to South Africa, multi-skilled advisors now handle a wide range of tasks and enquiries, enabling greater flexibility in workforce management. Our service supported the client through the migration of 2.2 million customers to a new technology stack, including a six-month co-existence period.
Initial pilot, ramping up to approximately 350 FTE over 12 months
Introduction of renewals, sales, billing and home servicing
FNOL, recoveries, total loss and home claims lines piloted and scaled
Fully multi-skilled operations team with a blended contact model