NU Online News Service, Jan. 13, 2004, 11:25 a.m. EST – Genesys Telecommunications Laboratories Inc., San Francisco, says call center software it installed for life and health insurance units of Jefferson-Pilot Corp., Greensboro, N.C., has reduced Jefferson-Pilot’s financial services call-handling time by an average of 20 seconds per call.[@@]
The software also has helped the company’s financial services units achieve a first-call resolution rate of more than 90%, Genesys says.
In the future, Jefferson-Pilot wants to develop outbound communications campaigns and find ways to use the call center software to make sure more agents are on duty when call volumes are high, Genesys says.
Genesys is a unit of Alcatel S.A., Paris.