CDA Solutions has an inbound customer service call center. The focus of this call center is on availability and service. Our service agents are managed on their ability to represent the client’s brand. They are incentivised on service and their ability to retain customers and offer additional products (where appropriate) on behalf of clients.

We understand the importance of managing and maximising collection rates to ensure that financial products persist. Due to our extensive experience in policy administration, we design direct marketing campaigns with collection ratios and not just sales ratios in mind. Our expertise allows us to analyse and interpret collections data, and to modify direct marketing campaigns where necessary to boost persistency and maximise returns.

The acquisition of a customer through direct marketing campaigns is only part of the customer journey. Fundamental to maximising revenue from a customer, be it through the policy or product sold or through subsequent cross-sells and/or upgrades, is the retention of that customer. The cost of the acquisition of a customer is considerably more than the cost of retaining a customer.

CDA Solutions works with clients to develop a customer retention strategy based on their specific product and target market.

Real time access to information and reporting is the key driver in customer retention, followed by effective communication. Using Node, CDA Solutions provides clients with real-time reporting and analysis that enables pro-active communication with potential lost clients through a variety of communication channels.

Reporting is fundamental to transparency and performance management. CDA Solutions provides a comprehensive set of direct marketing reporting tools through Node that facilitates automated performance management at a call center, campaign, team and/or individual call center agent level. Node has API’s that allow it to integrate with most existing systems to access raw data.

In addition, we have developed a strong competency around business analytics as it applies to direct marketing, and offer a suite of services relating thereto.

CDA Solutions offers a virtual desk consultant service to help businesses streamline their customer service and sales efforts. Our virtual desk consultants assist Financial Advisors with a variety of tasks such as:

• Providing quotes.
• Handling new application processes and follow-ups.
• Servicing existing client portfolios.
• Identifying upselling opportunities.
• Providing product training and accreditation for life-related products.
• Guiding clients through the claims process.

With our virtual desk consultant service, broker businesses can benefit from increased efficiency and improved customer satisfaction. Contact us today to learn more about how we can help your business grow.