Targeted Solutions

In an effort to optimize retention and sales efforts in contact centers, Assurant Solutions companies are utilizing a series of dynamic customer and agent analytics to save revenue, promote sales and reduce attrition.

The success of Targeted Retention and Targeted Sales (which we refer to as Targeted Solutions, collectively) hinges on linking the right customer with the right agent to optimize the desired outcome for each call. By doing so, Targeted Solutions captures revenue that would have been left unrealized and retains customers who would otherwise have canceled a service or product. Targeted Retention and Targeted Sales utilize patented and patent pending call processing systems.

Based on the knowledge that customers within a portfolio vary in economic value, Targeted Solutions enables our clients to identify an individual customer's profitability, predict the economic outcome of performing an intended action (like a retention attempt or selling a product or service) and direct the customer to the agent whose performance is appropriate to the opportunity represented by that customer. The results prove that Targeted Solutions creates significantly more value from the opportunities presented to agents than traditional call center models.

The system is not a software, but rather a system based on analytics. Targeted Solutions is supported by Assurant Solutions' Decision Science Team and addresses each individual client's needs. The team maintains a central convergence engine that serves as the hub for all data feeds. The engine operates independently of the call centers that it supports and provides output for optimal call center setup and management.

Making your teleservices campaign work for you requires focus on how much revenue each individual lead will generate and how long each will stay with you.  Understanding the potential value and persistency of the customer is key.  With Targeted Solutions, success is measured not only on standard metrics, but also on potential revenue acquired or saved in a given day.  Targeted Solutions asks, “Do representatives have success with a customer of particular value?”  With Targeted Solutions, customers are routed to the representative most likely to close or save that particular type of customer based on past performance.  Truly a perfect fit of customer to representative that allows you to make your best effort at capturing all revenue in the most logical way. 

Targeted Solutions is now in full production. With significant gains in revenue, several top five financial institutions have already profited from the new process.

For more information, contact Cameron Hurst
Director, Targeted Solutions
11222 Quail Roost Drive
Miami, Fl 33157
305-252-7075
Cameron.Hurst@assurant.com