Case study · Call Centre
Al Dhaif Insurance Agency call centre transformation
Policy conversations that stay consistent across a 13-agent team- on the phone and on WhatsApp.
- Agents trained
- 13
- Channels: voice and WhatsApp
- 2
- Policy-conversation playbook
- 1
Challenge
An insurance-facing team needed consistent policy conversations across voice and WhatsApp-without losing the human tone customers expect.
Approach
We diagnosed the live conversation flow, then designed scripts, coaching points and quality checks the floor could use the same week.
Work delivered
On-site and practical training for 13 agents covering call-centre handling, WhatsApp scripting and policy conversation structure.
Result
A shared operating standard for policy conversations. Specific conversion figures are shared privately after client approval.