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.