Derive actionable insights from customer touchpoints that happen over call, chat,and emails. Turn the insights into valuable data to close deals, improve policy renewals, handle call volumes, respond to queries, and assist with new policy regulations.
Don’t lose sight of quality and compliance amidst handling massive inbound and outbound conversations. Build a custom scorecard to track agents’ performance based on HIPAA, PCI, SSAE 16 (SAS 70), ISO, CFPB regulations, and conversation quality parameters. Track 100% of calls, chats and emails. Gain visibility into agents’ following call scripts and abiding by insurance services rules & regulations.Automated Call QA
Customer care is a core customer service segment. And agents seek recommendations in the form of best practices to treat customers better when they approach the company. Recommend best practices and winning behavior data to deal with difficult customer questions and objections. Encourage agents to replicate actions and phrases that stand out as positive responses. Address claims inquiries tactfully while keeping customers happy and satisfied.Call Behavior Analysis
Agents are at a loss of resources and documents when handling different insurance industries, claim inquiries, and quote processing, while simultaneously offering quality and compliant support. Employ automated coaching to bring the latest insurance product, promotions, and price offerings for different industries and build customized insurance plans. Improve key CX metrics–CSAT, AHT, and FCR by empowering agents through peer-to-peer coaching.Automated Agent Coaching
Staying one step ahead of customers’ movements is the best way to retain and invite new customers. Allow customer intelligence to analyze 100% of customer conversations to extract information on customer objections, sentiments, preferred communication channels, emerging customer trends, and fresh opportunities in the form of customer demand.Conversation Intelligence
We recognize how convenient it is for customers to receive call center services via multiple channels. And to meet high-standard conversation quality on all channels, Convin introduced conversation auditing for omnichannel contact centers.
Now you can seamlessly track, monitor, and analyze Calls, Chats, and Email conversations using our AI-backed conversation intelligence platform. Which means, Convin will ensure 100% conversation monitoring and compliance across customer-preferred support channels.
“Convin is a sales managers' Swiss army knife for coaching and call tracking. Having a library of key topics and next steps mentioned by each rep on each call helps streamline coaching moments and 1-1s, this keeps me from bouncing back and forth to programs and gives me more time to coach and help my team perform.”
“Convin helps our sales teams focus and be present in the moment of conversation because they're confident they can easily go back and review calls at a later time. It helps us as managers to be more thoughtful and structured about the way we coach and help reps progress their deals forward.”
“I have been able to quickly identify areas of improvement for my reps & able to provide coaching to allow reps to quickly pivot. Also help them make changes to their pitch.”
“Reviewing the recordings is like an athlete watching game-tape to try to improve. Collaboration with management is easy, and my reps are learning so much faster by watching the best.”
“Convin makes reviewing sales calls super easy. It creates training libraries for new joinees to improve and I love that. It also sends instant emails to those getting reviewed for the specific recording.”
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Convin records, transcribes and analyzes all your sales calls to give insights on what’s working on calls and what’s not.
Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.