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Call Center Technology
Calls enter Innovation First Notice call centers in
various ways—all invisible to the caller. The insured
might dial their carrier’s 800-number and hear a prompt
to “press 2 to report a claim.” Or that number
might be automatically routed directly to us. Or a client
may use more sophisticated features where only calls from
a certain location or at a certain time are directed to First
Notice.
Regardless of entry method, all calls then hit our redundant
Avaya switches that utilize “best services” routing
to distribute the calls to the appropriately skilled, available
CSRs. Again, callers aren’t aware of any of this. All
they hear is a prompt pick-up and a professional, empathetic
“thank you for calling [client name], how can I help
you?”
Supervisors closely watch call volumes and performance metrics
using the CentreVu monitoring program and flexibly re-assign
agents to different programs in real time as volumes shift
throughout the day. They also use Blue Pumpkin software to
effectively staff and schedule reps for all of our client
programs.
Finally, all calls are digitally recorded and available for
easy retrieval and listening.
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