Dont' miss this tour!
If you missed this tour at the ICMI event, here is your chance to jump on board!
Founded in 1928, Farmers is one of the largest and most respected insurance brands in the United States. The Austin facility opened in April, 2007 and is one of three Farmers ServicePoint® operations in the U.S., which represent a complete re-engineering of the service support structure for their agency force and customers. The Austin ServicePoint provides personal lines policy service and underwriting for the agency force in six states, as well as offering service to policyholders, lienholders, mortgage companies and other third parties. Also located in this facility is the Commercial Business Center, which provides similar services for business insurance, and the Agency Support Center, which provides system application, network and other technical support to Farmers’ agency force across the country. There are about 900 employees in Austin, of which approximately 400 are phone reps who receive 2.1 million calls annually.
Technologies used include:
- Inquira - Knowledge Management
- Siebel - CRM
- ServicePoint Info - employee intranet
Always popular, these tours offer the exciting opportunity to learn all aspects of another contact center’s operations. Accompanied by an experienced guide, you’ll discover best practices and takeaways to apply to your own contact center. This is a unique opportunity to see this multi-faceted center in action!