Seguros Bolivar, one of the main operators in the insurance sector in Colombia, partnered with Izo to carry out an exhaustive diagnosis of the company's Support and Call Center service. The objective was to identify areas for improvement and design a comprehensive plan to optimize the customer experience in these critical areas.

The first step was to carry out a detailed analysis of the current operation of the Bolivar Insurance Assistance Call Center. The processes, tools and systems used were evaluated, as well as the quality of the service offered by customer service agents.

During this diagnostic process, several areas of opportunity were identified in the use of Work Force and Quality Management tools. Gaps in quality standards were detected and opportunities were identified to improve the efficiency and effectiveness of Call Center operations.

With these findings in mind, the Izo team worked in collaboration with Seguros Bolivar to design and implement a new internal management model for the Support Call Center. This model aligned with the quality standards established by the COPC (Customer Operations Performance Center), a recognized international certification organization in customer service operations management.

The new internal management model included the implementation of improved processes, the updating of tools and systems, and the training of staff to ensure that they were aligned with the quality standards defined by the COPC.

As a result of this collaboration, Seguros Bolivar was able to significantly optimize the performance of its Support Call Center. The quality of the service offered to customers was improved, operational efficiency was increased and the company's competitive position in the Colombian insurance market was strengthened.

In short, the partnership between Seguros Bolivar and Izo resulted in a successful transformation of the company's Support Call Center. Thanks to an exhaustive diagnosis and the implementation of a new internal management model, Seguros Bolivar was able to improve the customer experience and position itself as a leader in the Colombian insurance sector.