Case Study: 1st Central achieves 10% higher FCR with Zingtree

1st Central boosts FCR by 10% in 3 months with Zingtree

1st Central, a leading UK motor and home insurer, sought to enhance its customer service consistency and compliance amid rising customer expectations and complex workflows. Their existing tools, like static PDFs and scripts, were insufficient for providing rapid agent proficiency and precision. To meet this challenge, 1st Central selected Zingtree's AI automation platform after a rigorous vendor evaluation.

The solution involved implementing Zingtree's intuitive workflow engine to guide agents through processes like policy changes and claims triage with real-time, compliance-ready guidance. This resulted in a 10% increase in First Contact Resolution (FCR), 30% higher QA scores, and a 3x reduction in agent errors within just six weeks of going live. Zingtree enabled 1st Central to significantly improve operational efficiency and service quality.

1st Central