Claims Sector ORBIT Report

orbit:office response business intelligence team

sector report:claims management

PPI Sector Report / 2011May

orbit:office-response.co.uk

orbit: introduction

key notes

services

1. orbit is the business intelligence function within Office Response

2. Data available for analysis covers 12 years and c.10,000 clients in 15 second intervals.

3. Primary focus is to deliver robust, actionable insights that improve business performance.

1. Client call audits (network and internal) to identify opportunities and needs

2. Market sector/industry benchmarking

3. Ad hoc analysis according to Client/Business needs

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report1. Reviews call volumes and profiles for the claims/legal sector

2. Introduces specific tools to enhance sales & marketing performance

3. Introduces Office Response as a preferred outsource partner


1. enquiry capture

key notes

source

1. 32% of inbound calls fall outside of the core business hours of 9:00 to 17:30

2. 20% are made between 17:30 and 0:00, 12% are made between 0:00 and 09:00

3. 91% of calls that are categorised are defined as “new business “

1. Active Office Response Clients within the Legal /Claims Sector

2. Sample size of 3,700 calls

3. Sample period Nov 2010

opportunities1. Introduce a core hours call overflow facility to increase enquiry capture and improve

media performance tracking

2. Core hours call overflow to free-up choke points at network level

3. 24/7 call capture to increase overall enquiry volumes, utilizing lower cost PPC

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2. voicemail usage

key notes

source

1. When calling a business during office hours in response to an advert more than half of

respondents said they would not leave a voicemail

2. The majority of enquirers expect to be called back the same day if they leave a voicemail

3. 83% of people are comfortable leaving voicemail messages on mobile phones

1. Active Office Response Clients and a random sample of the general public

2. Sample size of 500 individuals

3. Sample period Apr-Jun 2010

79%

of people will not leave a message on voicemail if they are calling to place an order for a product or service

88%of people will leave a message on voicemail if they personally know the individual they are calling.

2/3of people surveyed will not leave a

message on voicemail if they are calling to make a complaint

opportunity1. Upgrade voicemail solutions with a fully integrated 24/7 out of hours call answering

service to capture more enquiries and reduce the cost of re-solicitation.

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key notes

source

1. Phone based enquiries are typically more than 40% likely to convert than online forms

2. Rapid engagement and fulfilment of phone based enquirers increases their conversion levels

3. Fulfilment facilitates extended data capture and increases “pre-sales” satisfaction levels

1. Interviews with Office Response Direct to Consumer Clients

2. Sample period 2009 - 2010

opportunities1. Fulfil all enquiries with a soft copy of your faqs or short application to increase enquirer

“buy in” and reduce subsequent call lengths

2. Score enquirers to schedule & prioritize outbound/re-solicitation

3. Deliver update messages via SMS/ email positively engaging your prospect

3. phone based fulfilment

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key notes

source

1. c.20% of non-contacted (dead/dormant) enquiries are still eager to proceed after 3 months

2. Out of hours enquiries typically need to be re-engaged on the phone to effect a sale

3. (re) engagement of existing enquirers is typically cheaper than the initial acquisition cost

1. Interviews with Office Response Direct to Consumer Clients

2. Sample period 2009 - 2010

opportunities1. Use OR to converge SMS, email and voice onto one contact platform reducing the need

to re-contact - saving costs and improving customer satisfaction

2. Re-activate your lapsed/dormant enquirers using OR’s multimedia re-activation process

4. enquirer (re)engagement

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5. economics of outsourcing

cost savings

efficiency gains

1. 24/7/365 coverage starts at less than £7 a day

2. No NI costs, recruitment/HR costs or holiday pay

3. No long term contracts – limiting your financial exposure

1. Resource available 24/7/365, guaranteed

2. Activity peaks managed automatically without loss of any call

3. Business Continuity guaranteed in accordance with Law Society regulations

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74.9%

12.1%

4.8%

2.6%

2.0%

1.5%

1.2%

0.6%

0.2%

0.1%

0% 10% 20% 30% 40% 50% 60% 70% 80%

1

2

3

4

5

6

7

8

9

10

% Qualified by hour from submission of an enquiry % Qualified

37%

4%

4%

3%

0%

6%

24%

23%

0% 5% 10% 15% 20% 25% 30% 35% 40%

0-1 Hrs

1-2 Hrs

2-4 Hrs

4-8 Hrs

8-12 Hrs

12-24 Hrs

> 24Hrs

No Reply

% Companies that respond in a given time followingsubmission of an enquiry % Companies

88.1%

8.3%

2.1%

0.8%

0.4%

0.2%

0.1%

0.0%

0.0%

0.0%

0% 20% 40% 60% 80% 100%

1

2

3

4

5

6

7

8

9

10

% Contact Rates by Hour From Submission of Enquiry % Contacted

5.1 companies that respond in a given time following submission of an enquiry

5.2 qualification rates by speed of response (hours)

5.3 contact rates by speed of response (hours)

1. HBR reported survey of response

times to submitted web-forms for

2,241 businesses

2. 37% of web-forms received a

response within 60 minutes

3. 47% took longer than 24hrs or

received no reply at all

1. Survey based >12,000 sales leads

across a sample of business types

2. The odds of contacting a lead if

called within 5 mins vs. 30 mins

are 100 times greater

3. The odds increase 21 fold when

attempting to enter the lead into

the sales process if called within 5

compared to 30 minutes.

benchmarking

performance

6. webform response


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7. next steps

contact us

decide what you need

1. Call 0844 826 7600 and ask to speak to our Business Development team

2. Email your query to [email protected] and we’ll get straight back to you

3. Submit a form via our website www.office-response.co.uk

1. Contact centre resource available 24/7/365, guaranteed

2. Activity peaks managed automatically to reduce call losses

3. Higher conversion rates at a lower cost for your web based enquiries

4. Reactivation of lapsed enquirers using SMS, email and voice

call or on 0844 826 7600

mailto:[email protected]

http://www.office-response.co.uk/