Call Center Improvements at Aegon Insurance

68 operators of the company's network of 24 agencies use Comnica to make phone calls, while the campaigns are being real-time monitored by supervisors in the company HQ. Thanks to our call center solution's being integrated in the CRM system, following leads means no more problems for our company.

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Insurance services have a bustling market, and based on MNB's forecast, the performance of the sector may even double in the next 10 years. Comnica has long been ready for the second boom of the market by providing a call center solution especially designed for aiding the agents' work. One of our first clients was Aegon Zrt., they used our software which was called Calgo back then.

Call center outside CRM system? Possible, but not profitable

In 2010, the insurance company decided to replace their old call center solution with a new one. They had two reason for making that decision: they were unable to integrate their former solution with their own company CRM system, and they also had some issues with the predictive caller designed to quickly get in touch with the customers. Further problem was the inability of the provider to address their ad-hoc development needs.

Aegon was looking for a solution which integrates seamlessly with their CRM system, and also provides reliable functions. It was a specific requirement that the provider flexibly handle the future needs for custom development.

Followable leads, measurable KPIs

In March 2011, our first task was to develop a call engine for the CRM system, as a solution deployed in company HQ. The work began with mapping client connection processes, and it took only 3 months to complete, including the development of the customized solution. From that time on, the results of client acquisition actions by telephone appeared in Aegon CRM system, which was a huge step forward in following and monitoring leads.

Live from HQ   

Aegon decided to give Calgo a try in their client retention campaigns as well. At that time, there were 26 agencies working for the company, but most of them used crude tools, some of them even used paper and pencils to manage their so-called client databases.

We had to deliver a system for their annual client retaining campaigns which is capable of reliably aiding the phone operators, and has all its processes automated. We developed a custom interface for monitoring the agencies, through which they were able to follow the operators' activities in real-time from Aegon HQ.

Fewer clients lost, more contracts signed

During the annual client retention calls, Aegon employees could also offer new services, which not only reduced the client loss, but also increased the company's revenue.

This is the 8th year that Aegon has been using our contact center solution for making inbound and outbound calls, managing telemarketing campaigns and measuring sales activities. Currently, we are serving 24 agencies and 68 operators.

Important notice! From now on, Calgo is called Comnica CC. Our Contact Center system is available as an out-of-the-box cloud based web solution. More details here.

 

TATA Communications

Three years ago, the Indian global telecommunication company decided to trust us with managing their Hungarian call terminations. We serve TATA's calls on a system with multi-level redundancy, and the number of minutes we completed has grown by one order of magnitude over the last 3 years.

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TATA Communications

Three years ago, the Indian global telecommunication company decided to trust us with managing their Hungarian call terminations. We serve TATA's calls on a system with multi-level redundancy, and the number of minutes we completed has grown by one order of magnitude over the last 3 years.

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Call termination on routes with multiple securities

In September 2015, we have been approached by the Polish subsidiary of TATA Communications, the largest wholesale telecommunication company in the world. The company was looking for additional partners for Hungarian call terminations. After a brief correspondence and about 8 days of preparation, we exchanged interconnect contracts, and started to establish our system for the traffic we discussed. 

Our task was to forward TATA's wholesale audio traffic to the network of providers who have their own physical networks. As we already were in direct connection with all major telecommunication operator and many aggregators in Hungary, we could provide TATA with an infrastructure with multi-level redundancy. Thus we could terminate traffic with the high-quality values excepted from us by TATA.

When you need a reliable partner

In 2017, the Polish center asked us to help them to organize the opening of their Budapest branch office. The branch office was opened by the head of the German subsidiary, and the event was attended by all important operators of the Hungarian telecommunication sector. On a business meeting related to that event, TATA Communications' leadership named Comnica Kft. as their Hungarian telecommunication partner.

TATA increased the number of minutes we completed in the last 3 year by a whole order of magnitude. Earlier this year, the regional sales leader of the company said that in the future, they would put their trust in us with distributing their mobile, cloud based and voice services as well.