Case Study: DNA Insurance

Hosted Contact Centre Solution for Insurance Broker.

Established in 2003, Essex-based broker DNA Insurance specialises in vehicle-based insurance policies for consumers, businesses and the motor trade. A young, growing company, DNA Insurance focuses on providing good value-for-money policies combined with a high level of customer service.

The Challenge

As DNA Insurance has grown, so has the size of its contact centre. With 50 seats, people costs have become one of its biggest investments. The ability to manage its contact centre down to the agent level was crucial to ensure it was maximising resources and continuing to offer good value to its customers. With existing hardware, DNA Insurance could not achieve the visibility and control required.

The Solution

DNA Insurance chose the Callstream TRAC hosted contact centre solution, enabling it to keep its current switch and get full control and visibility of its contact centre.

The Results

With Callstream TRAC, DNA Insurance has the real-time information it needs about what’s happening in its contact centre at its finger tips. So the team can make key management decisions, confident that they have the full picture. And because Callstream TRAC is cloud-based, as DNA Insurance grows, its hosted contact centre solution grows with it, quickly and easily.

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