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Assurant Solutions' RAMP Ramps Up Revenue-Producing Sales

The American Teleservices Association or the ATA is the only nonprofit trade organization that dedicates itself exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. It acknowledged Assurant solutions' patented, analytics-based call processing system- RAMP- and conferred  on it the 2011 Technovation Award at its annual Awards Gala.

In a press release, Cameron Hurst, vice president of Targeted Solutions said that this unique approach was an offshoot of the desire to increase performance within the company's call centers. The impact of RAMP on the company was extraordinary and Assurant was pleased to have partnered with IBM (News - Alert) to offer the product to other organizations with similar performance objectives. Hurst was pleased that the innovative nature of RAMP had been recognized by ATA, a leading organization supporting the teleservices industry.

RAMP is a unique analytics-based call routing system that optimizes revenue-producing sales. It strikes the correct balance between the customer and the representative by queuing the callers so that the agent could operate on a one-to-one interaction in a smooth manner. This more than doubled Assurant Solutions' saved fees and agent attrition dropped considerably.

What is special about this system is that it takes into consideration the dynamic nature of not only the call agents but also the customers and hence directs each customer to the agent most likely to get the optimal result from the interaction. This extends well beyond the standard call segmentation or skills-based routing techniques.

In a related news release, Assurant Solutions was selected as a winner in the 2011 Stevie Awards for Sales and Customer Service. The company’s patented Real Time Analytics Matching Platform, an analytics-based contact center routing technology known as RAMP, received the award in the Innovation in Customer Service category. 



Mini Swamy is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell