Friends Provident has gone live with Genesys Telecommunications Laboratories' outbound contact centre solution in a bid to drive sales within its life and pensions division and improve customer satisfaction.
The Genesys solution contacts warm leads - positive responses to mail shots sent to the company's existing life and pensions policy holders - and connects Friends Provident agents only to live, answered lines. At the same time, agents are presented with an integrated screen pop which provides them with customer profile information.
Friends Provident says the solution is already resulting in a substantial time saving as agents are no longer connected to engaged or unanswered lines.
Greg Aldridge, call centre system consultant, Friends Provident comments: "Overall, the Genesys solution has made a significant difference to the way we contact our policy holders...Now agents are always connected to a live call with a carefully targeted policy holder. This means that they are always speaking to people - the job they are trained to do."