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Insurance firm surpasses sales and CSAT goals with multilingual support
A leading insurer needed a BPO partner with deep industry expertise to handle complex car and home insurance interactions, providing both French and multilingual support. Learn how Foundever helped improve cross-selling and customer satisfaction.
Lines of business
- Sales: New subscriptions, outbound, loyalty, upsell and cross-sell
- Customer service: Managing insurance quotes, policy support and sensitive customer requests
Industry
InsuranceChannels
Voice, email, back officeLanguage
English, French
The challenge
The client was seeking a BPO partner with insurance expertise to support high-value interactions, convert new subscribers and identify upsell and cross-sell opportunities. Foundever had to elevate the insurer’s service delivery across multiple languages and geos while remaining compliant.
The solution
Foundever deployed a dedicated team of over 250 full-time agents across two strategic locations in Rabat and Casablanca, Morrocco, offering a multilingual, highly educated workforce at optimal costs.
In addition, advanced monitoring tools were implemented to track and improve sales and service metrics in real-time. These tools provided a 360° view to ensure:
- Daily monitoring of employee sales performance
- Real-time compliance management for all channels
- Personalized routing for improved resolution and efficiency
This strategic approach helped the client handle high contact volumes efficiently while maintaining the high-quality standards they were known for.
The results
Foundever exceeded the client's goals by leveraging advanced CX technology and strategic rightshoring, resulting in significant improvements in key performance metrics, including:
- 110% achievement of sales target
- 102% achievement of customer satisfaction target
- 102% achievement of sales compliance target
- 107% achievement of mail compliance target
Foundever created an environment where agents could excel, with a high 84.7 eNPS (Employee Net Promoter Score), well above industry standards. These results contributed to the client winning the prestigious "Customer Service of the Year" award.
