Insurance company monitors the quality of their sales and support calls in Zoho CRM
Process
Zylker Insurance is a medical insurance company that caters to both individuals and businesses. Kristine, a Sales Manager at Zylker, heads a team of five insurance sales agents.
"Potential clients call us directly, or submit the 'Contact Us' form on our website to request a callback", Kristine explains. "During the call, our agents ask questions to understand the client's requirements better. We use this information to draw up a comprehensive health insurance plan suited to the client's needs, based on their required coverage level", she adds.
"Aside from this, my team offers on-call support to clients who need help filling out their policy documents. They also guide policy-holders through processes like claim settlement and renewals."
Requirements
Zylker's insurance agents make hundreds of calls daily. Most of their sales and support interactions with clients happen over the phone. Owing to the large volume of calls, the agents do not have time for administrative tasks like maintaining detailed call records.
So, Zylker's primary requirement is an integrated system that logs call data within Zoho CRM and generates reports. But, it doesn't end there:
"I want to be able to quickly look through and review the call logs of individual agents on my team", Kristine explains, "It would also help to have easy access to an audio recording of each call for future reference."
Kristine also wants to run an automated post-call survey to gather client feedback on the quality of assistance offered during the call. "We want the call details and the survey answers to be displayed in the same place to give us a complete picture of each interaction."
Solution
Features in use
We started by integrating Zylker's CRM account with telephony. This way, their sales agents can call contacts and clients directly from their Zoho CRM application, and all the call details are stored.
For gathering client feedback, we configured a survey that automatically gets emailed to the client as soon as they end a call with one of Zylker's sales agents.
Next, we made sure all the survey answers get fed into their CRM and displayed, along with other details in each call record.
We set up permissions so that only Kristine and other managers can access these records and generate comprehensive reports from the data.
Result
Zylker's sales agents can now make calls, track, and maintain detailed records of their interactions without any manual data entry. This greatly reduces their administrative burden and allows them to focus more on honing their sales competencies.
Assessing the performance of their agents is made much easier for Zylker's Sales managers, who can now create reports to display all the call data they need.
Zylker now has access to a powerful metric—customer feedback. This is a great measure of client satisfaction, and the data helps them steadily refine the way their sales agents communicate.
"Please note that the solution described here is developed for a real use case of a Zoho customer. All names, identifying details, and screenshots have been anonymized to retain privacy."
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