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Ping An Insurance Company ranked 242 in Fortune Magazine’s Global 500 in 2012 and is China’s second largest life and property insurance company.
Currently, more than 20,000 Ping An Insurance agents and 41,000 attendants are focusing on telemarketing services. Existing Ping An telemarketing contact centers are located in Shanghai and Shenzhen, with sales personnel distributed in many areas.
With the rapid development of telemarketing services, existing Ping An contact centers face the following challenges:
In just one year, Ping An Insurance has grown to thousands of agents and the existing Ping An contact centers are frequently overloaded, causing downtime due to the stacked platforms at the small contact centers.
Insurance services are experiencing rapid changes, requiring contact centers to be centrally managed, flexibly adjusted, and quickly expanded. However, the existing Ping An contact centers are difficult to centrally manage due to small platform stacking. Cables must be laid out again if the agent numbers are adjusted. In addition, migrating services from the existing contact center to a new contact center requires 30 days preparation.
Due to system restrictions, some key roles such as attendants, group leaders, and supervisors lack the necessary service functionality and utility, leading to repetitive manual operations and low work efficiency.
Huawei’s solution offers Ping An the following:
The contact center can be easily expanded to 20,000 agents in single-node mode, which conforms to the centralized and quantitative management concepts of Ping An Insurance.
Huawei successfully passed the demanding stress test required by Ping An and is the only vendor whose contact center did not overload during high-volume stress tests. Stress testing required by Ping An includes more than 1,000 attendants simultaneously using the loudspeaker to sign in, make calls, and sign out.
Huawei customizes applications for the contact center key roles, from attendants to supervisors. Some benefits for each role include:
The Huawei contact center solution is an all-IP based cloud center solution, which cuts communication costs in half.
Customized attendant applications can be seamlessly integrated with the existing Ping An CRM system. Compared with the original contact center, the Huawei contact center eliminates 4 manual operations, reducing attendant call processing time by 10 seconds and improving work efficiency by 13%.
The contact center implements centralized resource management for attendants logging in to the system from any location within the work space. Agent resources are automatically adjusted and the system automatically compensates and adjusts when agents move to other locations. Response time due to the agent position moves are reduced from 30 days to only one day, enabling Ping An to quickly push new services ahead of its competitors and seize market share.