Meet Agents
This section contains voice recordings of live calls with customers at the Budget Insurance captive contact centre as well as interviews with 6 existing contact centre agents from a recent focus group study we undertook. Meet some of the people who could take care of your customers. All sounds files are in mp3 format
Budget Insurance
Budget Insurance is one of the UK’s largest insurance intermediaries with over 1m UK customers. It has 3 contact centres in the UK and one in Cape Town. Agents take sales and customer service calls. The calls featured are all recent customer service calls that show the range of problem solving and conflict resolution skills in which Cape Town agents excel. Calls have been edited in order to comply with UK data protection legislation.
Meet the Budget Insurance contact centre agents and listen to what they have to say:
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Payment Enquiry |
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Lost Insurance Policy |
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Insurance Claim, Policy Cancellation, Renewal |
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Cancellation, Policy Error, Save |
Dialogue Group
Dialogue is a major outsourcer in Cape Town. The recordings feature interviews with agents that work at Dialogue. The interviews focus on the personalities, likes, dislikes and experiences of agents.
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Minora Gierdien |
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Nafeesa Samsodien |
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Nonkosana Ndayi |
