Mexico City - When ING Mexico, a provider of insurance, pension benefits and financial services in Mexico, needed a way to enhance customer service by connecting customers to the right agent and at the right time, the company selected an intelligent communications solution from Avaya, a provider of business communications applications, systems and services.With branches located throughout Mexico, ING needed to centralize its customer care operations in order to improve efficiency and customer service. The company established a contact center in Mexico City with 305 employees and 229 agent positions that attend to an average of 220,000 calls each month. Car accident reports, health and life insurance inquiries, pension information and tele-sales are some of the services provided via the contact center in addition to services for ING employees such as IT and HR support.
To manage call routing, Avaya Customer Interaction Suite contact center software enables incoming calls to be automatically distributed based on preset parameters. As a result, callers are more quickly connected to the agent who can best attend to their needs. For example, 80% of calls related to accidents are quickly identified and attended to in less than 10 seconds, and in the case of customer service, in less than 20 seconds.
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