Case Study: Protector Insurance improves reporting and service levels with MaxContact

Protector Insurance achieves 99% of calls answered within 20 seconds with MaxContact

Protector Insurance, a growing UK-based insurance company, needed a more flexible and robust customer engagement platform to support its expanding claims handling operations. They required better reporting tools, real-time monitoring, and improved functionality to manage high volumes of inbound and outbound calls, which their previous system could not provide. They partnered with MaxContact to implement its cloud contact center solution.

By deploying MaxContact, Protector Insurance gained access to custom reporting, real-time dashboards, and AI-powered features like call transcripts. This provided managers with superior visibility into team performance and service levels. The solution enabled the company to consistently exceed its service targets, regularly answering 98-99% of calls within 20 seconds. MaxContact's platform also created new opportunities for improving quality assurance through automated call audits.

Protector Insurance