Fortis Insurance choose Datapulse

Insurance Age

Fortis Insurance has sealed a deal with Reading-based Datapulse for the supply of a new call centre management system which will automatically schedule call handlers across its two call centres to meet customer demand. The resource planning software package Contact Centre Coach (CCC) from Teleopti, is a workforce management solution that automates the labour intensive process of scheduling call handlers to meet customer demand. Fortis has more than 150 call handlers spread across two call centres. Onecall is a 24-hour centre for reporting and tracking claims, while the Customer Services Department handles enquiries from a 5,000-strong broker base.