The Details

Our customer service teams handle over 500,000 inbound and outbound calls per annum while additionally servicing other rapidly growing channels such as email and web generated enquiries. We deliver significant added value in the processing additional revenues through off-line sales for our Irish and UK partners.

OSG provide knowledge process outsourcers: business outsourcing personnel with the qualifications, training, professionalism and expertise to make quality decisions on behalf of our clients.

The major issue we have encountered within the last 18 months is the requirement for temporary or permanent qualified staff at short notice for insurance personal lines work.

The main areas of concentration for insurers and other financial services companies are:

• Operational Flexibility
• Focus on compliance, information security and data protection
• Release of personnel and resource costs
• Quality and Efficiency of Service Delivery
• High Sales Conversion
• Enhanced Customer Experience
• Continuous Improvement
• Cost Containment

Customer Experience Management

Managing customers’ expectations is the perhaps the single most critical service issue that needs to be handled by any organisation.

Most insurers require bespoke customer service teams to deal with all aspects of customer contact, from quote, sale right through to after-sales service. Customers require companies to be able to provide assistance without the need to transfer between various specific departments. This ensures the response time is reduced, service flexibility and customer satisfaction is increased. Due to the changes in minimum competency over the last few years making sure teams are multi-functional and regulatory compliant is essential for the customer.

OSG has addressed these issues by careful selection of the most appropriate qualified individual who then undergoes client specific training and understand that we carry out robust service quality reviews through one-one reviews of call quality and work appraisal. We review and monitor each agent’s performance on a monthly basis, allowing us to make sure we continuously strive to better our service and provide effective and efficient interactions each time.

OSG develop, in collaboration with our clients, tailored planning and forecasting models that allow flexible and successful real-time campaign management.

Continuous Improvement

Focusing on process optimisation through continuous innovation and improvement is now standard for most of the insurance industry. Keeping one eye on technology at the same time helps outsourcing service companies integrate seamlessly into their client’s workstream and practices.

Through people, process and continuous improvement OSG live up to these promises to our clients. We strive to drive quality and efficiency at all times, allowing our clients greater financial control and flexibility in an ever demanding, tighter regulatory driven market place.
Case Study 

OSG have expanded a portfolio of business for a large Irish Insurer, focussing primarily on the Personal Lines sector.

OSG has a bespoke and brand specific Customer Service team in place which catered for a 370% increase in phone and off-line activity in response to a hugely successful broad market campaign. Through robust forecasting models and scalable processes OSG provided continuity of service, within agreed service levels, high new business sales conversion and retention rates on existing business.

Case Study

By being fully committed to our client’s requirements and assist in their desire to increase their market share we worked diligently and proactively to broaden their Personal Lines portfolio. This was achieved through strong sales performance while at the same time not compromising on service levels and remaining regulatory complaint.

About The Project