case study... The Biggest Private Insurance Company in Serbia Improves Performance with Contact Center

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1 case study... The Biggest Private Insurance Company in Serbia Improves Performance with Contact Center Belgrade Bratislava Bucharest Budapest Prague Warsaw

2 Challenges: Implementation of the first contact center in Serbia's insurance business in order to provide faster, easier and more accessible support for over half million clients as well as for prospects. Enable customers to contact company through several media channels including telephone, and fax. Providing unique telecommunication solutions based on clients' needs Solutions: Avaya S8300/G700 Algotech integrated Avaya Communication Manager 3 Altitude Inbound and Outbound Campaign Management application Avaya Interactive Response (IR) NICE Voice Recording Avaya BCMR Reporting tool Value created: Clients of Delta Generali Osiguranje are able to contact the company through several media channels including telephone, and fax. Clients are able to get information any time through the IVR system. Through the implementation of the contact center, Delta Generali Osiguranje set up clients' knowledge base, including the possibility to identify callers based on telephone numbers, recording all conversations and outbound management tools. Creating the possibility of launching a new service Medic Call Center for private health insurants a unique service in Serbia.

3 Before the installation of Avaya contact center, Delta Generali Osiguranje used the services of the contact center outsourcing company, Trizma.,, By investing in a new contact center, we wanted to provide our existing and future clients with top service. We wanted a telecommunication solution which ensures cost-efficient and user-friendly customer service. Delta Generali Osiguranje wanted to learn more about clients' needs so we can individually address them, said Ratko Živkovic, Marketing, Public Relations and Client Service Director in Delta Generali Osiguranje.

4 Improved Business Performance: Strategic positioning in the market, competing for clients and generating income are still top priorities for enterprises. How to successfully cooperate with customers and clients, how to decrease operational costs or overcome shortage in marketing budget, are only few among numerous challenges that managers often face. The best solution for the problem also the quickest and the cheapest is communicating through a contact center. Contact centers help companies to improve business performances through both improving customer relationship management and cutting operational costs at the same time, explained Aleksandar Bakoè, Managing Director of Algotech Serbia. Effective interaction between a company and its customers and prospects, sets the baseline for the company's customer satisfaction, loyalty and ultimately income, profit and long-term success. Besides, every contact with a customer could be used for selling products or services. Improved SRM: The explosive growth of the Internet and other new media channels has created a generation of consumers that are more educated and more demanding than ever before. In this environment, the most successful companies are those that exceed their customer's demands by focusing on customer satisfaction and loyalty. Contact centers significantly improve customer relationship management. When customers call into a contact center, they have concerns that need effective and appropriate response. If the response is not adequate, customers will either call back until their question is answered (therefore wasting agent time and increasing costs), or take their business elsewhere. By calling , over half a million policy holders in Serbia are able, for the first time, to get the information on the status of their policy, any specific requests, additional benefits or promotional activities. Beside all the clients are regularly informed about new services, products and promotional activities of the company.

5 Increased Productivity and Cost Saving: Today's intelligent contact centers offer complete insight in the communication with clients. An intelligent contact center can provide multi-channel interaction analysis, real-time agent support and contact center performances analysis. By improving these metrics, companies are increasing productivity, cutting operational costs, improving customer satisfaction and creating more sales. Improved Client Service through Medic Call Center: Delta Generali Osiguranje also provided a tool-free number for its clients and a new service called Medic Call Center for Health Insurance policyholders. Medic Call Center enables company's policyholders to contact a physician 24 hours a day, seven days a week. This is a service that has never before been offered in the Serbian market, thus it creates a strong competitive advantage. Easier for Operators: Over the course of half an hour, a trained agent can easily process an request for information, take a regular customer call, conduct an online chat with a web customer and then send out a confirming fax or a text message to a customer's PDA. They are handling the same type of problems and requests as always, but through a variety of media, which helps them to increase their effectiveness and lower their stress.,, Our policyholders are our top priority and we want to provide completely reliable and manageable communications system to serve them. We are the first insurance company in Serbia with a contact center, said Ratko Živkovic, Marketing, Public Relations and Client Service Director in Delta Generali Osiguranje.

6 About Delta Generali Osiguranje: With its 175 years of tradition, Generali Group is present on five continents and owns 109 companies in 40 different countries, with approximately 61,500 employees. In 2005, Generali Group made a profit of 62.8 billion euros in the insurance sector. The international headquarters of Generali Group is located in its home country Italy, where the company was originally founded in The authorized headquarters for the Central and Eastern European region is located in Vienna. Delta Generali Osiguranje is the biggest private insurance company in Serbia. According to the agreement closed in July 2006 between Assicurazioni Generali (Italy) Group and Delta Holding, Assicurazioni Generali became the legal owner of 50% + 1 shares of Delta Osiguranje.

7 About Avaya: Avaya enables businesses to achieve superior results by designing, building and managing their communications networks. Over one million businesses worldwide, including more than 90 percent of the FORTUNE 500, rely on Avaya solutions and services to enhance value, improve productivity and gain competitive advantage. Focused on enterprises large to small, Avaya is a world leader in secure and reliable IP telephony systems, communications software applications and full life-cycle services. Driving the convergence of voice and data communications with business applications and distinguished by comprehensive worldwide services Avaya helps customers leverage existing and new networks to unlock value and enhance business performance. For more information about Avaya, visit

8 About Algotech: Algotech is the very first regional provider of contact center solutions in Central and Eastern Europe, present in seven countries of the CEE region: Serbia, Montenegro, Hungary, the Czech Republic, Slovakia, Poland and Romania. The company offers IP telephony systems, call and contact centers and Customer Relationship Management solutions, which enable businesses to handle customer interactions in an effective and profitable way. Algotech Serbia has been operating since 1992, and having implemented more than 90 % of the countries' contact centers, is the clear market leader. In 2006, Algotech Serbia was recognised as the Best Avaya Partner in the Adriatic region. Some of Algotech's clients in the CEE region are: Telekom Srbija, Airport Serbia, American Express, Citibank, DHL, General Electric, ING, Raiffeisen Bank, Delta Generali Insurance and Vodafone. More information is available at All statements in this Case Study were made by Ratko Živkovic, Marketing, Public Relations and Client Service Director in Delta Generali Osiguranje and by Aleksandar Bakoc, Managing Director of Algotech Serbia.