Agrifood
Member line for agrifood cooperatives
A cooperative in the Gelderse Vallei had a member line staffed by two people who knew every member, and a harvest fortnight when every member rang at once. The agent now answers, recognises the member from the number, reads the delivery slots, the price and the payment status from the cooperative's system, books a delivery or changes one, and passes anything about quality disputes to the field adviser with the member's history attached. Members who want the person they always speak to are put through when that person is free. The two people now handle the calls that need them.
Insurance
First notice of loss for insurance advisers
An insurance intermediary in Apeldoorn received the first call about a claim from people who were upset, wet or both, and an adviser who had to take the details while calming them down. The agent now answers, asks what has happened and whether anyone is hurt, finds the policy the client is ringing about, records the first notice with the details in the order the insurer requires, tells the client what to photograph and what not to throw away yet, and books the adviser to call back before the client has found a towel. Anyone injured or in danger is told to ring the emergency number first, and the call is put through to a person. The advisers now open each claim with the facts already taken.
Energy
Bill enquiries for energy cooperatives
A citizens' energy cooperative in Arnhem had eleven hundred members, a volunteer board, and a phone that rang about the annual settlement for six weeks after it was sent. The agent now answers, identifies the member, reads their consumption, their share of the generation and the settlement from the cooperative's records, explains the settlement in the wording the board approved, and logs a query for the treasurer when the member disputes a figure. Members asking about joining or adding panels are booked for the next information evening. The board now meets about the cooperative rather than about the phone.
How we work in Gelderland
Scoping is a call on Arnhem time, in Dutch or English, and the agent is built to the wording and the rules you approve. It connects to the member, policy or settlement system you already run, is tested on recordings of your own callers, and every call is transcribed and kept in the EU. A cooperative or firm whose volume would be better handled by one more person is told so on the first call.
Where else we work
The same agents answer phones and work call lists for businesses in Overijssel, Friesland and Zeeland, and the Netherlands page covers where else we are working this year.