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Chuks Udo Okonta
AIICO Insurance Plc today launched a new integrated customer-focus contact centre designed to deliver consistent positive experience across all its interactive platforms.
Its Managing Director/ Chief Executive Officer, Edwin Igbiti, at the launch in Lagos, said the contact centre is a strategic attempt to improve the firm’s brand equity and the associated customer experience that delivers on the promise.
“We have restructured our business, invested in our people and in our overall operational efficiency in line with leading practice standards,” he added.
He noted that with multi-channel interaction becoming the new normal, the need for cross-channel integration can’t be over stressed, adding that the firm, leveraging its contact centre platform, will deliver an experience that spans multiple channels without a break in customer dialogue.
The firms’ Head, Customer Engagement Team, Lydia Asini, said the platform, was designed to specifically ensure that the customer’s experience is not only excellent, but also consistent.
She noted that in line with the firm’s commitment to provide best in-class services, it has embraced technological innovations to enable it establish direct and unified contact with customers.
Contact Center Functional Expert, Chike Uzoma, said the platform will also help in claims presentation and settlement, adding the platform will enable claimants files their reports any time including weekends. He noted that the platform would also help profile customers as their details will be warehoused appropriately.