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Aon Integramark® centralized outsourcer performance management and analytics

Aon Integramark® uses 3 outsourced contact centers to support the debt management customer service and direct marketing they provide to large-scale banks and credit card providers. Previously, each outsourcer provided their own reporting, which made it difficult to compare and manage their performance. Customer interaction routing rules had to be pre-defined before they occurred, so some callers waited longer than others and did not always get the customer service they needed.

With the Cisco© Customer Journey Platfrom, Aon centralized outsourcer performance management and analytics. To achieve a consistent customer experience, Aon implemented global call routing, recording, and scripting. As a result, Aon posted the best performance in the company’s ten-year history; abandon rates were reduced to less than 0.5%, first call resolutions increased and agent utilization was optimized across centers.