Case Study: ABA Seguros achieves reduced customer defections and improved quality management with NICE Systems

ABA Seguros - Customer Case Study

ABASEGUROS, a Mexico-based property & casualty insurer in the GMAC group, relies on its Customer Service Center as the primary point of contact for customers and brokers, handling about 480,000 calls per month. The company needed to raise service quality, strengthen quality management processes, and turn customer interactions into actionable business information to reduce defections and improve frontline performance.

ABASEGUROS implemented NICE Customer Interactions Solutions to record calls and screen activity, centralize quality management, and add searchable business data to each interaction. The solution improved agent coaching and compliance, gave supervisors better evaluation history for targeted training, delivered critical intelligence to other departments, and led to reduced customer defections and higher satisfaction.

ABA Seguros

Elda Conde

Customer Service Director