Case Study: Towergate Insurance achieves improved customer service and higher contact rates with Hostcomm ContactPro

Delivering improved personal service to more customers and boosts performance

Towergate Insurance, one of the UK’s leading insurance intermediaries, needed to increase contact rates and revenue from telesales while moving away from manual dialling and improving customer service. Its renewals team was losing valuable time to unanswered calls, busy signals and answering machines, making it harder to reach enough leads and maintain a personal service. Towergate Insurance turned to Hostcomm and its hosted contact centre solution, including the ContactPro hosted predictive dialler.

Hostcomm implemented ContactPro with CRM integration and call recording, giving Towergate Insurance an automated outbound dialling process that only connected agents to real people and screen-popped customer details as calls came through. The result was significantly higher call rates, better-informed conversations, improved reporting and campaign insight, and stronger compliance support for FCA requirements. Towergate Insurance said the contact rate improved dramatically, enabling the renewals team to speak to more customers than ever and operate far more efficiently.

Towergate Insurance

Lewis Ramoo

New Business Sales Manager