Contact us:

SELLBYTEL Group
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.de

+49 911 9339 0

Local business hours
07:30 to 18:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T06:30:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Asia
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +08:00)
Business hours in your timezone
2014-01-01T00:00:00Z to 2014-01-01T12:00:00Z

SELLBYTEL APAC
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +11:00)
Business hours in your timezone
2013-12-31T21:00:00Z to 2014-01-01T09:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group
Mark BBDO
Křižíkova 160/71, Karlín, 186 00
Praha 8, Prague, Czech Republic

info@sellbytel.com

+420 296 73 6200

Local business hours
08:00 to 18:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Group
Tullnaustraße 20
90402 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
8:00 to 19:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

info@sellbytel.es

+34 93 400 5000

Local business hours
08:00 to 19:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group
Av. Prof. Cavaco Silva, Edificio Qualidade Bloco A2
Tagus Park
2740 296 Porto Salvo – Oeiras, Portugal

info@sellbytel.com

+351 21 0118 920 / +351 21 0118 922

Local business hours
07:00 to 21:00 (GMT +00:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T21:00:00Z

SELLBYTEL Communication Group OOO
Building 10
Derbenevskaya Embankment 7
115114 Moscow, Russia

info@sellbytel.com

+7 495 787 9493

Local business hours
08:00 to 20:00 (GMT +04:00)
Business hours in your timezone
2014-01-01T04:00:00Z to 2014-01-01T16:00:00Z

SELLBYTEL Group, S.A.
Av. Diagonal 197
08018 Barcelona, Spain

info@sellbytel.es

+34 93 400 5000

Local business hours
08:00 to 18:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlerstraße 36
90419 Nuremberg, Germany

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Communication Group OOO
Building 10
Derbenevskaya Embankment 7
115114 Moscow, Russia

info@sellbytel.com

+7 495 787 9493

Local business hours
08:00 to 20:00 (GMT +04:00)
Business hours in your timezone
2014-01-01T04:00:00Z to 2014-01-01T16:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

info@sellbytel.es

+34 93400 5000

Local business hours
08:00 to 19:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

Brett Leonard
Vice President of Business Development
555 Market Street - 17th Floor
94105 San Francisco, CA

Brett.Leonard@sellbytel.com

001 415 205 8255

Local business hours
to (GMT -08:00)
Business hours in your timezone
2014-01-01T08:00:00Z to 2014-01-01T08:00:00Z

SELLBYTEL APAC
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +13:00)
Business hours in your timezone
2013-12-31T19:00:00Z to 2014-01-01T07:00:00Z

SELLBYTEL Group
Edificio Qualidade A1 - A2 Bloco A2
Tagus Park
2740 Porto Salvo - Oeiras, Portugal

+351 21 454 1899

Local business hours
07:00 to 21:00 (GMT +00:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T21:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

+34 93400 5000

Local business hours
08:00 to 19:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

Starting position.

“There are hotlines that make you ill. We want the opposite of that.“

In 2001, a German private health insurance company commissioned SELLBYTEL to set up and operate a telephone service center. This service was to provide highly motivated specialists who would deal with customer enquiries quickly and proficiently.

Client

Private health insurance

Employees: 1,001 – 5,000

Location: Germany

Listed company: No

Product portfolio:

Health Market Solutions

Products:

  • Insurance Customer Support

Challenge.

What is the best remedy for dealing with dissatisfied customers on service calls? The answer is straightforward: outstandingly trained, qualified employees who know all the answers and adopt a 100% customer-oriented approach. However, first, they must be recruited and trained. This must be done quickly, too, because the service had to be accessible by phone for the whole of Germany in only three months.

Result.

SELLBYTEL found and trained suitable employees in only three months. Now an extensive team of specialists is dealing with customer issues by phone for this private health insurance company. In matters of contract and service law, the professionals that we recruited manage to answer customer enquiries quickly and proficiently – and in most cases directly without having to forward the call.

Expertise is everything.

“Um, just wait a moment, I’ll just connect you.” When calling a service center, you’d prefer not to hear this sentence at all. Consequently, we believe the service center employees should be able to answer as many questions as possible without having to transfer the call. To manage this, the employees take part in regular training courses and sessions. This ensures that they are able to answer the callers’ questions at the highest possible level in terms of content and communicative skills.

Optimum easing of the load on back office.

More than 80%. After only a short while, this was the level of the initial resolution rate for all the enquiries entrusted to our service team employees. The callers are not the only ones who benefit from this, but also the colleagues in the back office, who are now able to dedicate themselves to and concentrate fully on their actual jobs. In another step, the service employees were incorporated into the insurance company’s customer relationship management system. This enables them to optimize their work even further and perform tasks such as sending documents, certificates and policies directly to the customers. In the meantime, the initial resolution rate has risen to almost 85% – and it’s staying there.

Even more success in sight.

As a reward, so to speak, for its excellent service, the telephone service has now received two more new responsibilities: welcoming new customers and recovering customers who have cancelled. These are tasks that we are very much looking forward to.

To sum up.

The success of the service telephone that we established was due to our experience in healthcare recruitment, knowledge and ongoing employee training courses. We were thus able to set up a service to give callers reliable and competent advice. As a result, efficiency in our client’s company was optimized due to the achieved maximum level of support.

“If you are ill, you don’t want a service-hotline that makes you sick.“

Jenny. Service Employee with Health Insurance Company, Nuremberg.

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