Commercial

Senture has been a leader and strategic partner in providing customer service solutions to the. commercial industry leaders manage all aspects of the customer lifecycle effectively, reducing costs and improving customer loyalty. Our customer and workforce strategies can help advance your business with solutions for:

  • Customer support, billing inquiries and technical support
  • Automated self-service
  • Smart billing and business support systems (BSS)
  • Upsell, cross-sell and new product introduction support
  • Customer retention and save desk support
  • Order provisioning for complex business services
  • Customer intelligence and analytics, and much more

Retail Services

Senture has extensive experience providing outsourced multichannel contact center solutions for many leading retailing, catalog and consumer products companies. Our customized agent training and advanced technology allows us to deliver an unparalleled customer experience while increasing sales and upsell conversions, improving first-call resolution rates, and decreasing average call handle time. We have the expertise, flexibility, and capacity to handle your sales and customer service needs with the dedication you would expect from an industry leader.

  • 100% U.S.-based call centers - providing professionally-trained, agents who handle calls 24 hours a day, 365 days a year.
  • Capacity and scalability - providing the capacity of over 1,000 workstations to handle over 100 million calls per year with the ability to add agents efficiently and seamlessly at our U.S.-based facilities.
  • Multichannel services – providing full service, overflow, after hours and peak volume support while connecting with customers through voice, live web chat and email response.
  • Proactive and flexible account management - a single point of contact working to optimize your success through a flexible, consultative approach with a focus on quality and sales results.
  • Workforce optimization - lowering your costs by maximizing agent utilization efficiencies.
  • Quality Focused - ensuring quality and performance through web-based, on-demand reporting and live or recorded call monitoring.

Financial Services

Each year Senture handles millions of customer service and support calls for financial services clients nationwide.  We work hand-in-hand with many leading companies providing exceptional world-class quality and customer service results.  Our customized training and advanced technology ensures that our highly-trained agents will deliver an unparalleled customer service experience.  Trusted by many leading Fortune 100 companies, we provide the experience, quality, and operational efficiencies needed to help you lower your customer service costs and improve your quality rates.  We handle it all with the quality and dedication you expect from an industry leader.

  • 100% U.S.-based contact centers – providing professionally-trained agents who answer calls 24 hours a day, 365 days a year.
  • Capacity and scalability – ability to meet your service level goals with the capacity to handle over 100 million calls per year through U.S.-based call center agents.
  • Proactive account management – optimizing your success through a flexible, consultative management approach with a focus on quality.
  • Quality Focused – ensuring quality and performance through on-demand, web-based reporting with live and recorded call monitoring.
  • Workforce optimization – scheduling staff to maximize utilization efficiencies to lower your costs.
  • Customized agent training – developing customized training based on your organizational culture and contact requirements.
  • Advanced technology and technical integration – leveraging skills-based routing to direct calls to the best-qualified agents while accessing your internal CRM system in real time.
  • Workforce optimization – scheduling staff to maximize utilization efficiencies to lower your costs.

 

Insurance-Healthcare

Insurance-Healthcare Industry Experience

Senture has been a leader and strategic partner in providing customer service solutions to the insurance industry.

  • HIPAA and CMS Compliance – ensuring healthcare call center agents comply with patient confidentiality and industry regulations.
  • Licensed Life and Health Insurance Agents - training healthcare call center agents and handling license reciprocity so we can sell and cross-sell your life and health insurance products in all 50 states.
  • Capacity and Scalability - ability to meet your service level goals by adding agents quickly and seamlessly, with the capacity to handle over 10 million calls per year through U.S.-based agents.
  • 100% U.S.-based Healthcare Contact Centers - providing professionally trained, accent-neutral agents who handle calls 24 hours a day, 365 days a year.
  • Quality Control - ensuring consistent, high quality healthcare call center solutions through on-demand web-based reporting and live or recorded call monitoring.

Senture manages all aspects of the customer lifecycle effectively, reducing costs and improving customer loyalty. Our customer and workforce strategies can help advance your business with solutions for:

  • Customer support, billing inquiries and technical support
  • Automated self-service
  • Smart billing and business support systems
  • Upsell, cross-sell and new product introduction support
  • Customer retention and save desk support
  • Order provisioning for complex business services
  • Customer intelligence and analytics, and much more

In the insurance industry, during the Annual Enrollment Period (AEP) in 2010 Senture exceeded the sales goals set by our insurance client by 40% and met all service level requirements. Senture was trained in the 8 step sales approach and implemented this approach during AEP.

Insurance
Selling

Issue

In 2010, A major insurance carrier selected Senture to be their selling call center for Medicare Part D and Medicare Advantage health plans. The provider needed additional resources to sell their products during Annual enrollment period (AEP).

Solution

  • Provided management and oversight for 2 call centers (London, KY and Ocala, FL) to help prospective beneficiaries with enrolling into various health plan offerings. Provided recruiting, staffing, vetting, and training for over 430 agents. This included licensed insurance agents to take enrollments over the phone
  • Provided oversight and management support, as well as facilities and infrastructure, for this effort
  • Automated several processes, including the review and quality process, to facilitate better controls and reporting

Results

  • Exceeded sales goals by 40%
  • Achieved CSR staffing objectives
  • Provided timely access to information through the automated solution

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