When SMBs need to outsource their HR business processes, they turn to leading provider Aon Hewitt. But a proprietary phone system made it impossible to generate reports, record calls, or create new contact centers quickly. Switching to 8x8 Virtual Contact Center enabled Aon Hewitt to deliver for clients.
Aon is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. The company was formed in 1982 when Ryan Insurance Group merged with Combined International Corporation. The combined company was relaunched in 1987 as Aon, a Gaelic word meaning “oneness.”
Proprietary Phone System Makes It Difficult to Serve Clients
In 2011 the merger of Aon and Hewitt created a new company division, Aon Hewitt, that focuses on HR consulting, employee benefits and pension administration, and HR business process outsourcing for small and medium businesses. Based in Lincolnshire, Illinois, Aon Hewitt has more than 180 clients nationwide, and 300 agents in various office locations who support them.
To provide the best possible customer service, Aon Hewitt sets up a dedicated contact center for each of its clients. This gives the client one phone number to call, and helps ensure that knowledgeable agents assist them. It’s a great idea in theory, but because of the company’s proprietary phone system, it was also a major headache for Abdul Qadir, Systems Manager at Aon Hewitt.
“With our previous phone system, it took months to set up a new call center. Once we did, each agent had their own individual line so there was no way for clients to get through to another agent if the line was busy,” says Abdul. “It was a frustrating experience for callers.”
Lack of Reporting and Recording Features Challenged Company
Aon Hewitt’s proprietary phone system also made it impossible to tell how many incoming calls had been answered, how many had gone to voicemail and how many had been abandoned.
“Our previous phone system had no call reporting features. All calls looked the same—whether they had been answered live or not,” he says. “We needed a detailed breakdown for billing purposes, but that wasn’t even an option.
Even worse, there was no call recording capability.
“Not being able to record or transcribe calls was a huge liability for our company,” says Abdul. “We deal with sensitive issues involving employee benefits and pensions, and we needed a way to document what was said to clients.”
In mid-2008, Abdul began searching for a new call center provider. He conducted industry research, attended product demos, and invited vendors to come and pitch their offerings. At the end of the process he realized two things: virtual call centers were much more cost-effective than traditional ones, and 8x8 had the best virtual call center software solution on the market.