In the field of user service, riding a ebroker We are committed to offering first-class service, attending in a timely manner to the needs of our insurance broker users.
An example of this is that, during the last semester, we have successfully managed more than 16,000 interactions with our users. From these interactions, 5,000 were out, which means that our team OR has initiated contact to anticipate detected problems, demonstrating our proactive and preventive approach.
“During the last semester, we have successfully managed more than 16,000 interactions with our users”
Our effectiveness in resolving queries is notable, with 83.40% of interactions resolved in the first contact. This high resolution rate not only reflects the competence of our team, but also our commitment to customer satisfaction and efficiency in managing their needs.
Training: Key to Excellence
In the training area, our business consultants continue to help insurance brokers optimize processes and obtain greater use of the tools of the ebroker suite.
In these six months, we have dedicated more than 1,000 hours of training, with a special focus on business consulting. More than 50% of these hours have been allocated to helping our clients optimize their business flows through the technology offered by ebroker.
“In these six months, we have dedicated more than 1,000 hours to training, with a special focus on business consulting”
This specialized training not only improves the skills of our users, but also allows them to make the most of our technological solutions, boosting their efficiency and productivity.
Consistent service level
Our commitment to service quality is reflected in performance indicators (KPI). We've maintained a service level greater than 85%, a significant achievement that covers various aspects such as number of interactions, wait times, abandonment rates, problem resolution and call duration. This comprehensive KPI underlines our ability to effectively manage customer service, ensuring quick responses and effective solutions.
Our focus on proactivity, continuous training and rigorous performance measurement allows us to offer world-class customer service. We will continue to work dedicatedly to maintain and exceed these standards, ensuring that every interaction with our customers is an opportunity to offer them the best possible support.
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