esure was founded in 2000 to offer competitive insurance cover by using the Internet as a primary sales channel.
Their aim was to harness the efficiency of the internet to give a better deal to responsible drivers and careful homeowners.
In 2006, esure recognised that their growth strategy required additional capacity to their in-house contact centers.
They chose Vertex as their outsource partner with two key requirements in mind - high quality sales staff with customer service experience and the ability to flex the number of staff to reflect their seasonal demand from customers.
Solution
esure had existing large contact centres in Glasgow and Manchester, covering sales, customer support and claims.
Our solution means we work as a flexible extension of their team. One of the key client requirements was system and data security.
To facilitate this, we built a secure systems and data environment to host the client. We handle different call types to over four of the five esure motor insurance brands.
Innovation & results
- Over 17,500 new business policies sold in the last year
- Best quality and compliance scores over three aggregator websites in October 2008
- 17% improvement on quality scores
Download the esure case study