Seamless consolidation of product
centric call centers to ensure that Prudential customers
can contact the company on a single phone number
for enquiries related to any product.
The client
Prudential plc.
The business challenge
Prudential had
numerous call centers spread across diverse locations
in UK, with each call center dedicated to handle
customer enquiries related to a single product line.
This meant that customers had separate numbers for
each of their products and the call centre consultant
had to sometimes transfer them to a different department
for each product.
The solution
Wipro integrated
multiple front-end customer services applications
into a single consolidated system making transaction
processing transparent to the call centres. The
solution is integrated to the One Customer Database
- a central repository of customer and product data
developed by Wipro, which provides a common view
of the customer across Prudential.
Measurable
business benefits
The customer
can call up a single 0800 number for enquiries
related to any product instead of having to
dial separate numbers
Increase in the call completion
rates with more than 80% of the calls completed
at the call centre which will reduce the load
on the back office and therefore costs
The call centre consultant
will have access to details of a customer
and all policy data without needing to transfer
the enquiry to a different department for
each product
The application can be
deployed as a thin client thus allowing it
to be used from a number of business locations
including India
