“For Alcasys, our requirements presented a challenge as they were often tailored to us and had to be developed from scratch. The result came in the form of designs and solutions which we have been using to this day,” says Martin Červenák, the Contact Centre Department Manager.
Operating in Slovakia since 1995, Dôvera zdravotná poisťovňa, a. s. is the largest private health insurance company in Slovakia, providing health care for 1.6 million policyholders.
Thanks to tailor-made solutions,
we increase efficiency wherever possible.
Huge demands on the contact centre
Under the strain of the 1.6 million policyholders, efficiency is needed. Otherwise, customer experience suffers, because clients cannot get through or are not informed about changes. The new management of Dôvera came up with a request to increase the efficiency of the whole call centre.
An adaptable technological platform
A number of requirements from the client were specific in regard to the client’s needs. We had to choose a platform which would be capable of integrating with the internal systems and adding new functionalities. That is why we selected Genesys as the base for the solution. Step by step, we were adding functionalities, such as proactive calling, call-backs, and integration with the client’s CRM. Thanks to these functions, the call centre agents have been able to help customers faster and in a more reliable way.
Reporting capable of exposing problems immediately
The solution we chose has been helping the call centre managers as well. Thanks to online monitoring of operations, they always have an immediate overview of agents and the most important KPIs from the whole call centre. Thanks to long-term data, they can plan capacities more efficiently.