52.6%
Increase in policies sold YOY
15.5%
Average conversion rate in second year of operations (4.1% YOY improvement)
2.1 m
Phone calls serviced in 18 months
6%
Improvement in sales LOB

One of the largest U.S. auto insurance groups partnered with Sitel Group to increase its sales with the same high-quality the brand has always delivered.

The Challenge

Our client, one of the largest insurance groups in the U.S., needed to increase their sales, meet quality KPI targets and effectively handle their peak volumes – all while maintaining a strong cultural alignment to their brand.

Our Solution

Sitel Group fully embraced the client’s sales team practices to ensure the cultural alignment remained consistent from its own sales team to Sitel’s sales team.

Armed with the operational know-how and full cultural alignment from the client, Sitel’s sales team began focusing on sales volume and conversion. Sitel was able to harness their talent to provide the client’s auto, recreational, property and casualty services with nearly 400 licensed and non-licensed associates. Real-time workforce management (WFM) support was implemented and efficiencies to optimize associate’s productivity with staffing and scheduling.

Sitel produced outstanding quality and a substantial revenue increase as well as a dedicated quality assurance (QA) team, Sitel managed QA and effective communication with the client to exceed expectations.

    Share on