Background
The insurance company required an outsourced call center solution to effectively manage customer demands in the areas of private pensions, life insurance, and other financial products. To deliver 24/7 service, support sales processes, and ensure customer communication in line with quality standards, a strategic partnership was initiated with Pusula CX.
Objectives
- Ensure fast, accurate, and procedure-compliant information flow in inbound calls
- Manage outbound activities such as satisfaction surveys, cross-selling, and informational calls
- Conduct sales support activities such as collection, additional payment, and contribution calls
- Receive damage claims and direct them correctly
- Achieve at least 75% success in performance criteria and quality measurements
Implementation Process
1. Operational Structure
- Pension services: Weekdays 09:00–18:00, Saturdays 09:00–18:00
- Insurance services: 24/7 shift planning
- Team management model: 1 team leader per 20 customer representatives
2. Call Types
- Inbound: Information updates, transaction requests, damage claims
- Outbound: Cross-selling, informational calls, satisfaction surveys
- Sales: Offering and selling all distance-sales-eligible products by phone
3. Quality and Training
- Customer representatives trained in insurance regulations, sales techniques, and crisis management
- Pusula CX applied continuous quality monitoring and coaching to maintain scorecards above 75 points
- Rapid action plans and additional training sessions held for critical errors
4. Performance Model
- Login rate target: ≥ 90%
- Monthly quality assessment and calibration reports submitted to the insurance company
- If targets are not met, up to 5% deduction is applied to invoices
Performance Indicators (First 6 Months)
| Indicator | Target | Achieved |
| Calls answered within 30 sec | ≥ 90% | 91.8% |
| Cross-sell conversion rate | ≥ 15% | 16.2% |
| Correct routing of damage claims | ≥ 98% | 99.1% |
| Average scorecard grade | ≥ 75/100 | 78/100 |
| Post-training simulation success | ≥ 85% | 88% |
Value-Added Services
- Weekly satisfaction and complaint analysis reports
- Dynamic outbound module for insurance and pension campaigns
- Special security protocols focused on KVKK and information security
- Accelerated call scenarios for damage management processes
What has been learned
“Financial trust and customer satisfaction begin with the proper structuring of the call center.”
By standardizing customer experience, the insurance company transformed its call center from merely a communication channel into a sales and customer loyalty tool.
Conclusion
Pusula CX established a sales-supported call center infrastructure covering both inbound and outbound processes for the insurance company. With its performance model and quality control mechanisms, it delivered high customer satisfaction and operational efficiency.
