05 December 2023

Powerful customer service solution shortlisted for another national award

We’re delighted to report that our specially developed customer service and speech analytics solution has been shortlisted for a prestigious insurance industry award.

Developed and implemented in partnership with technology solutions specialist, Avoira, our bespoke Xdroid solution has been nominated in the Initiative of the Year category of the National Insurance Awards.

National Insurance Awards

This latest shortlisting follows our application of Xdroid winning Best SME Contact Centre Customer Solution at the Comms Dealer Awards.

Catching the judges’ eyes has been our development of a Vulnerable Customers Identification Tool (VCIT).

This incorporates over 130 keywords and phrases within 14 categories of vulnerability, ranging from a change of address through to low income, domestic violence, depression and suicidal tendencies.

Good outcomes for customers

Introduction of the VCIT means we are now better placed to support vulnerable customers and ensure they benefit from good outcomes when arranging and managing their insurance.

An accompanying Customer Sentiment Tracker (CST) also provides us with invaluable insights into customer satisfaction levels during and at the conclusion of any interaction. This helps us identify and promote best practice in order to further enhance our customer service.

principal insuranceA further  benefit of the Xdroid platform is that by tracking sentiment and use of language during calls, it assists us in supporting the wellbeing of our sales and customer service agents.

“We are immensely proud of what we’ve achieved through bespoke development of Xdroid,” commented our managing director Dave Bowcock.

“In partnership with Avoira we’ve created a brilliant tool with which to better serve our customers and support our staff. It’s a truly transformative technology, the powers and benefits of which are being increasingly lauded as this shortlisting and our previous Comms Dealer Awards success confirms.”

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