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Sterling Insurance: Transforming outbound dialling

Sterling Insurance is a company that offers a wide range of services, from brokerage to help people find the right policy and price for their car and van insurance, through to its Goodwood Classic Solutions that provides insurance to owners of classic cars. Meanwhile, Just Kampers Insurance has been providing specialist campervan insurance for over 20 years.

The hub for connecting with existing and future policyholders is Sterling Insurance’s contact centre in the historic market town of Bishops Stortford, on the Essex border. 

A key element in converting prospects into policyholders is the ability to engage with them as soon as possible after they express an interest, whether that is requesting a callback directly from the Sterling Insurance website, or via an aggregator site. With the company experiencing high demand, ensuring every potential customer receives a well-timed call was proving to be a challenge. Its incumbent dialling system was preventing them from being able to redial a number if initially unsuccessful in speaking with the potential customer.

The solution to the company’s dialling challenges came in the form of Mitel’s MiContact Center Outbound, provided by VSL, a Mitel Silver Solutions Partner and business connectivity specialist, who have been working with the Broker for more than 15 years. A part of the wider Mitel MiContact Center suite, the outbound solution provides highly advanced predictive dialling, call scripting, CRM and extensive campaign management technology from Noetica. 

Noetica is a branded Mitel OEM solution provider and a Platinum Preferred MSA Partner. This multi award-winning British company develops software products for the global contact centre market and has been active within the insurance industry for more than 20 years. 

Floor Manager at Sterling Insurance, Peter Cook, has been with the company for 28 years and manages a 100 strong sales team, as well as 40 people working in the renewals team. He explains:

“We are now able to identify and prioritise calls based on their urgency and aim to respond to the hot leads we receive from aggregators very quickly, sometimes with-in minutes”

Peter Cook, Floor Manager, Sterling Insurance.

Cook also notes how the system has enabled the company to implement a call recycling strategy: “Now, if an outbound call is not successfully connected it is automatically recycled and rescheduled to be automatically dialled again.”

For more information on Noetica’s work with Sterling Insurance read our full case study.

Editorial contact
Graham Thatcher
Chief PR Ltd
Tel: +44 (0) 7933 673 240