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About the client 

A global insurance, reinsurance and services company established in Madrid (Spain) over 30 years ago, operating worldwide. With a direct presence in 38 countries, the company has over 1250 corporate partners and more than 100 million people use their services 

Results achieved: 
  • 38% reduction in incident or enquiry resolution time (45 minutes to 38 minutes) 
  • Satisfaction score over 85% 
  • 60% more incidents resolved on first contact (FCR) 
  • Specialist technicians available 24/7