GLICO Group has chosen to rely on the expertise of RightCom for the management of its customer experience. For over 30 years, the company has been leading in the insurance and financial services industries in Ghana and is committed to deliver a world-class customer service and cushion you for life.
In order to meet its target of outstanding customer satisfaction and operational excellence, the group invested in a new customer service management solution powered by RightCom to provide a seamless experience to its customers regardless of the subsidiary. The group has six subsidiary companies operating in various industries and collectively providing one-stop-shop bespoke products and services to their numerous customers. The companies which are performing exceptionally in their respective industries include: GLICO Life , GLICO General , GLICO Healthcare, GLICO Pensions, GLICO Capital and GLICO Properties.
The new solution will significantly increase the FCR – First Contact Resolution – rate across all customer service channels, improve the SLA – Service Level Agreement -, reduce the waiting time, enable online self-service for tech-savvy customers as well provide live chat on social media and the company website. The group is also introducing a proactive customer feedback management system to efficiently measure customer satisfaction and close the loop.
The employee experience, particularly for the customer service agents, is not neglected. It is closely linked to the success of such an ambition and has also been automated using RightCom’s digital tools.
This is an important investment for the company and it demonstrates the leadership and vision of its management, which continues to work for the continuous improvement of the group’s services. We are delighted to support GLICO Group in achieving its ambition in a very competitive sector.
About GLICO Group
GLICO has its roots in the incorporation and licensing of GLICO Life Insurance company (GLICO Life) which commenced operations in 1987. Through sound and prudent business management practices, backed by commitment to innovation, integration and provision of excellent products and services, GLICO Life built a strong financial base to cater for all aspects of risks. The Company then turned attention to expanding its frontiers by establishing and sponsoring subsidiary companies to successfully operate in other sectors of insurance including, non-life and health insurance.
RightCom is a Customer Experience as a Service (CXaaS) company founded in 2013. The company provides customer experience management service including strategic advisory, CX BPO outsourcing and a complementary suite of enterprise software focused on customer survey and feedback, customer service, queue management, sentiment analysis, customer success, and data analytics.