Upgrading Call Center Technology at Allianz Life

by Donald Light, September 27, 2005

Abstract

San Francisco, CA, USA September 27, 2005

Allianz Life’s new call center has increased current year sales 78% with essentially the same staff count.

In a new report, " ," Celent describes the financial and operational benefits a major life insurance company, Allianz Life, has realized by upgrading its call center’s network infrastructure and application portfolio. Insurance call centers’ underlying network technology has remained fairly static over time. Separate voice and data networks existed with telephone calls traveling over a voice network and queries/transactions traveling over a data network. But the emergence of converged voice, data, and video networks has changed this.

In 2003, Allianz Life transformed its Individual Insurance Group Call Center. Key features and objectives included: a single converged voice and data network, voice over Internet protocol (VOIP) phones, simple and understandable 800 number access for agents and policyholders, and intelligent call routing.

Allianz’s new Call Center has produced both financial and nonfinancial benefits. Productivity (measured by utilization of internal sales reps) has increased from 85% to 92%. Current year sales are up 78% year-over-year with essentially the same staff count. Management has a much better ability to track performance both real-time and retrospectively. Perhaps most importantly, the introduction of skill-based routing has facilitated the matching of calls to sales representatives.

According to Donald Light, senior analyst and author of the report, "A single converged voice and data network costs less and is more efficient. Even more importantly, it provides the call center’s staff and its callers with new and better ways to do business with one another."

The figure below shows Allianz Life Call Center’s single converged voice and data network.

The 25-page report contains 11 figures and one table.

of Celent's Property/Casualty Insurance and Life/Health Insurance research services can download the report electronically by clicking on the icon to the left.  Non-members should contact info@celent.com for more information.

        

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Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned subsidiary of Marsh & McLennan Companies [NYSE: MMC].

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Table of Contents

 

San Francisco, CA, USA September 27,  2005

Return to report Abstract

Executive Summary 3
Introduction 4
The Allianz Group and Allianz Life 5
The Individual Insurance Group's Call Center 6
Prior State and Drivers for Change 10
The Current Solution 12
Benefits 15
The Implementation 19
Future Plans 22
Findings and Conclusions 23
Objectivity & Methodology 24

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