SSP Select Contact Centre Overview

The contact centre operator collects & inputs customer information as efficiently as possible. With integrated look-ups for postcodes & car registration numbers, a quotation can be processed in a matter of minutes. The issuing of cover is almost instantaneous with only the payment details needing to be collected.

There is no after-sales paperwork to deal with either. As soon as the operator has completed the call, all the payment & administration processes begin automatically, leaving them to handle the next enquiry. It’s exactly the same if the customer buys online. Everything happens without any human intervention & all within your defined compliance parameters.

No-touch processing

We believe that ‘no-touch’ processing really should mean no-touch processing! SSP Select Contact Centre's powerful automation enables newly acquired business to be fully processed without any human intervention. Policy documents created, diary reminders instigated, email confirmations to the clients are all created & processed behind the scenes.

This ‘no-touch’ processing can streamline your business & make it more profitable. It also ensures that your customers get an impressive, professional response. It’s not just for new business either. Customers can go online & renew their policies or make mid-term adjustments. This puts them in control & saves you valuable resources at the same time.

Batch processing

Many time-consuming & labour-intensive administrative jobs can be automated within SSP Select Contact Centre. These include renewals, BACS & cheque processing.

For example, renewals can be identified, considered & re-quoted where appropriate with corresponding invites generated all at the touch of a button.

With this facility & ‘no touch’ processing… it’s easy to see why many SSP Select Contact Centre users are managing to handle well in excess of a 1,000 policies per member of staff.

Speed & Efficiency

As SSP Select Contact Centre runs on Windows & is designed to be client-centric, anyone from a typical school-leaver to a seasoned call centre user will find it familiar, intuitive & efficient.

Operators are presented with one single view of the customers’ portfolio of policies. Everything is shown on a single screen in a consistent format. This allows cross-selling & up-selling to be maximised at every opportunity. Outstanding debt can easily be viewed on the same page… making navigation simple, fast & efficient.

Precision Rating

Using SSP’s Dynamic Rules Engine (DRE) you can manipulate data in a way that allows you to more precisely refine your offering. Using your captured data, DRE will make further business decisions allowing you to accurately cross-sell & up-sell.

DRE can decide what payment plans to offer, how many add-ons to include, or even prompt your call centre staff to ask further questions so that they can maximise every opportunity.

Electronic Fulfilment

Imagine your operators being alerted when a customer or potential customer accesses vital sales literature you have previously sent. Our secure online document ‘vault’ does just that & allows your team to chase & close a lead –while it's still hot!

Existing clients using SSP Delivery have seen 50% reductions in their traditional fulfilment costs & are able to enhance their ‘green’ credentials. With full auditability & tracking, this facility may also assist with regulatory issues, such as contract certainty & treating customers fairly.

Open Connectivity

SSP have developed a set of Web Services that give customers the ability to develop new solutions or integrate with existing applications to offer online quote & buy, online servicing, midterm adjustments & online renewal functionality.

SSP Web Services easily accommodate both ‘broker to broker’ & ‘broker to consumer’ channels to market. All product & rating rules are held once within SSP Select Contact Centre & utilised in the back office & via the web.

SSP’s standard framework is developed in Microsoft .NET & is a flexible layer which exposes core SSP Select Contact Centre functionality for use within a service environment.

SSP Web Services include standard functionality, comprising:

• New Business quote & buy
• Midterm adjustments
• Renewals
• Full aggregator integration
• Integrated debit/credit card payments
• Secure PDF document production
• Postcode lookup
• DVLA lookup