Leading insurance providers across Canada are putting their trust in Novo Technologies solutions to enhance service speed and reliability, and make their service more customer-focused in their call centers.

Novo Technologies provides a complete range of solutions to effectively manage interactions with customers and policyholders. In conjunction with advanced compliance technology, the solutions enable businesses to reduce the unavoidable risk and liability involved in verbal transactions, and to maintain high-quality customer service.

Call Recording is the solution of choice for compliance-minded institutions subject to regulatory policies as part of their industry activities. Whenever an insurance broker or representative confirms a transaction on a customer’s behalf, a verbal contract is digitally saved. For utmost security, recording representative screen activity validates the accuracy of the transactional process. Call and screen recording is one way to prevent trade discrepancies.

To train agents on better call handling while improving their sales techniques, as well as measuring their qualitative and quantitative performance, Novo Technologies Quality Monitoring solution is a vital asset that will add value to your contact center.

Benefits for the Insurance Industry:

• Handle complaints and claims processing quickly and effectively
• Web-based access with real-time policy information useful for home-based representatives, field agents and independent insurance brokers
• Personalized policyholder service to improve customer retention
• Recorded interactions can be used as evidence to regulating authorities that prove that actions were carried out exactly according to customer instructions, and thus protect the employee
• Enhanced enforcement of compliance and regulations
• Easy and fast integration into the existing infrastructure, meeting business operational needs
• Protect customer accounts and transactions, and prevent fraud
• Rely on secure, flexible and reliable call storage that consistently delivers high-quality customer audio files
• Improve overall service quality and customer satisfaction, right from the very first call