Increasing Satisfaction of Croatia osiguranje’s Clients Thanks to the Live Contact Center Solution

Since the end of the last year Croatia osiguranje, the biggest and the oldest insurance company in Croatia, has been communicating with all their clients via Asseco’s Live contact centre solution.

Since the end of the last year Croatia osiguranje, the biggest and the oldest insurance company in Croatia, has been communicating with all their clients via Asseco’s Live contact centre solution.

With the aim of improving their communication with the existing clients and attracting new clients, late last year, the Croatia osiguranje insurance company implemented the Live contact centre solution provided by the Asseco SEE company. The period of the adaptation and solution implementation until its full production lasted 4.5 months.

Matej Opačak, the Croatia osiguranje Contact Centre Manager, said: „The new system enables us to manage our contacts efficiently, which means that the desired response time within 20 seconds is always kept to a high 85 percent. All our clients get a quality and personalised service, as no calls remain unanswered.“

The new contact centre of Croatia osiguranje boasts the capacity of 200 inbound and outbound channels. Twenty agents can work there at the same time, and, besides the agents, over 100 back office employees use the solution. In addition to enabling a better quality of communication and interaction with clients and easier availability through different communication channels 24/7/365, the implemented contact centre has become the basis of support to the business processes and planning, with lower operational costs.

The Live contact centre has been implemented in four other insurance companies in Croatia, what makes Asseco SEE the leading partner in the insurance industry for this group of solutions.