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Delivering the agility Canada Life needed to ensure their service remained full operational during lockdown

Canada Life

Vital Statistics

Client:

Canada Life Home Finance

Project Period:

2 months

Services Used:

Telephony, Financial Services, Agile Resourcing, Outsourced Resourcing 

The Brief

Following the requirement to work from home in the wake of lockdown during the 2020 Covid-19 pandemic, Canada Life Home Finance wanted to divert their inbound service calls to us so that we would become the customer’s initial point of contact. Our teams were to field the initial call from a customer, then hand it over to the relevant person in the Canada Life Home Finance team so that they could process each individual case. We were asked to carry this out on top of the normal outbound sales activity we do for Canada Life daily.

Covid-19 also meant we had to switch our telephony teams from office based to a remote working configuration.

The Activity

Canada Life had to leave their office quickly after lockdown was announced. As a result, they were unable to switch their staff to remote working as quickly as they would have liked. That’s where we stepped in.

With no way to handle the calls remotely, we were able to take charge of the situation within 48 hours. We set up our colleagues with the kit they needed to perform their jobs from home, whilst our IT team rapidly setup and tested the infrastructure required to enable a smooth transition from office to home without any drop in coverage.

Once this was complete, Canada Life diverted their inbound service calls to us, meaning our outbound sales team quickly had to pivot to a more agile model, converting to an inbound team for the length of the project.

Our telephone sales team dealt with inbound enquiries efficiently and handed enquires off to a Canada Life representative’s mobile phone, whilst Canada Life continued to setup their remote working platform. In order to continue to meet the demand for our regular sales activity, we moved our outbound activity to our field-based teams, who were already setup to work from home. This ensured that there was no drop in service at any point, and that proactive contact between our telephony team and Canada Life advisors remained consistent.

The Results

We moved from office based to home based and from outbound to inbound call focus, all within 48 hours

We moved from office based to home based and from outbound to inbound call focus, all within 48 hours

Each member of the outbound sales team handled between 40 and 50 calls per day, keeping Canada Life’s Home Finance service running at targeted levels with no drop in coverage

Each member of the outbound sales team handled between 40 and 50 calls per day, keeping Canada Life’s Home Finance service running at targeted levels with no drop in coverage

Our outbound sales performance remained unaffected, hitting all targets, even as both our team and the client’s team rapidly changed the way they worked

Our outbound sales performance remained unaffected, hitting all targets, even as both our team and the client’s team rapidly changed the way they worked

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