Case Study: Aon achieves record contact-center performance — centralized outsourcer management and <0.5% abandon rates — with BroadSoft

Aon Integramark centralized outsourcer performance management and analytics

Aon Integramark, which manages debt‑management customer service and direct marketing through three outsourced contact centers for large banks and credit card providers, struggled with inconsistent reporting and uneven customer routing that left some callers waiting longer and receiving variable service. To address these challenges, Aon engaged BroadSoft to provide a centralized outsourcer performance management and analytics solution.

BroadSoft implemented centralized performance management with global call routing, recording, and scripting to standardize the customer experience across all outsourcers. The solution delivered Aon’s best performance in a decade: abandon rates fell to under 0.5%, first‑call resolution improved, and agent utilization was optimized across centers. BroadSoft’s implementation produced measurable operational and customer‑service improvements.

Aon