Customer
Columbus Travel Insurance

Scope of Requirements
Business growth increased the workload on current call centre.

Limited space availability and high cost base of UK prohibited hiring of new UK based agents.

A need to view real-time call delivery information in support of the contact centre operations.

Solution Provided
After an business analysis study it was recommend that the new traffic be taken off-shore.

Tripudio examined the feasibility of establishing an off-shore ‘in-house’ call centre but concluded that the use of a 3rd party call centre would be a more cost effective solution.

The outsource call centre had to work in unison with the existing in-house UK call centre to load-balance callers.

A suitable 3rd party was identified, SLA’s contracted too and a new fully managed, resilient voice network solution linking the contact centers in the UK and South Africa was installed.

A purpose built secure web portal enabling customer self service to ease work load on agents was also implemented.

Financial Benefits
Tripudio provided substantial cost savings on the international telephony network verses the incumbent supplier

A negotiated contract with the 3rd party call centre gave an aggressive pricing structure for the overflow traffic from the UK

Phantom test calls demonstrated that inbound callers do not experience any deterioration in quality of support

Real-time data import and upload of call statistics maximizes load-balancing of caller between the two sites