Big Data solution to help insurance group RSA improve service and optimise costs

QPC has announced that RSA, the multinational insurance group, has chosen the MIG Information Gateway for contact centres operating as part of its UK business. The significant investment in QPC's innovative Information Gateway technology will enable RSA to both improve customer service and optimise their operational costs.

QPC's MIG is a new kind of data resource that helps organisations to better integrate systems within their contact handling estates so that they will deliver more value, and, get access to innovative and valuable operational insight.

Talking about how MIG powered insight will help RSA, Paul Howley, Head of Shared Services and Development, says; "At RSA we are constantly striving to 'get it right every time' for our customers. This can sometimes be difficult in a complex contact handling estate and we therefore need detailed insight to ensure that we can reduce complexity and resolve customer queries at the first point of contact. The MIG will provide us with all the information that we need to successfully address such challenges and ultimately help us to deliver against our business objectives."

Describing why the MIG is able to provide the insight RSA need Phil Smith, CEO and founder of QPC, says; "Uniquely the MIG collects and interrelates event data in real-time from all of the systems within a contact handling enterprise and quickly makes this available in a standards based format. This data can then be used at all levels of an organisation from analysts who want to understand the scale of issues such as low first call resolution and the causes of this, to managers who wish to compare the efficiency and effectiveness of in-house and outsource resources and team leaders who need effective KPIs for their agents and new insights that will help them better identify skill gaps and behavioural issues."

Referring to the MIG's integration capability, and what this will mean for RSA, Howley continues; "The speed at which the MIG can collect and distribute data means that we can use it to automatically provide customer records from our Salesforce CRM system for our agents as calls arrive. This will significantly cut the time lost by agents having to look for information manually and improve the speed at which we can serve our customers. As the MIG can cover our entire contact routing estate it means that we can add this functionality at any of our locations, including those of our outsource partners. Having already invested in the MIG platform for insight means that screen pop can be deployed at fraction of the cost of using a traditional telephony to CRM connector."

Talking about the significance of the MIG to RSA, and the growth in the use of the technology, Smith comments; "With the MIG, RSA will be standing head and shoulders above its competitors in terms of having the tools necessary to power the next leaps forward in operational performance. This is the reason why the MIG is a significant new technology trend and RSA join a growing list of the largest contact centres across the globe, like those at Vodafone and Bell Canada, that are now using the system."

"For RSA the MIG is a strategic investment in a platform that will help us to meet our strategic objective of continually improving the service that we provide for customers. Right now it will help us with our immediate integration and insight needs. Over time it will also continue to provide benefits as it will make it easier to incorporate new systems, allow us to innovate with insight and support a growing customer preference for contact through web sites and social media applications," concludes Howley.