Starr Companies consistently handles important insurance claims calls at a level that maintains their “A” rating under A.M. Best financial strength rating. They handle thousands of auto claims, workers’ compensation cases, and medical provider inquiries across multiple locations including New York, Philadelphia, and Atlanta.
As the business grew, Starr’s leadership looked for a communication system that could support their distributed team and still maintain their quality service. They found the solution in Landis Contact Center for Microsoft Teams, appreciated specifically for four features that transformed how they serve their customers.
Data Visibility
“Prior to Landis, I had absolutely no way to measure. We had one phone line with nothing to measure the total number of calls, abandoned calls or average handling time.” — Starr Companies Contact Center Manager
Today, their manager pulls queue summaries multiple times per day, tracking everything from call abandonment rates to agent productivity. “It’s wonderful when someone asks me about service levels that I can just pull that data,” they say.
Leadership now receives concrete data about contact center performance, equipping them to make workforce management and service improvement decisions.
Also read: How ImageTrend improved their data visibility with Landis.
Call Recording
“When I’m about to hire new agents, I’m able to go back to listen to calls and use it for quality review. I can then use that to help the agents improve the way they talk to customers or just ensure that they are providing the right information.”
Starr’s contact center handles sensitive insurance information such as claim numbers or workers’ compensation details. Call recording gives the manager the tools for training both new team members and existing agents in handling this information.
New agents also benefit by learning from actual customer interactions, which teach both the technical requirements and the customer service approach that works best for Starr’s customer base.
Smart Call Routing
“Having the IVR, which gives us the flexibility to place our callers in the appropriate queue, has certainly eliminated some of the calls that we used to receive but didn’t need to handle.”
Starr processes various kinds of inquiries, including auto claims, workers’ compensation cases, and medical provider requests. Before implementing Landis, every caller reached the same agents, requiring many transfers to specific departments.
The IVR system now automatically routes callers to the appropriate queue or provides self-service options for common requests. Agents can now spend their time on the calls meant for them, and callers get faster access to the right resources.
Remote Operations
“It’s a huge difference being able to have someone in New York, someone in Philadelphia, someone in Atlanta, and having them work together. In the past, it was a nightmare managing that process.”
This remote capability has been especially valuable for Starr’s business model, allowing them to maintain consistent service levels no mater where team members are located.
Why Starr Recommends Landis
Starr’s experience with Landis Contact Center has been so positive that they have become active advocates. They regularly recommend the solution to colleagues and industry contacts.
The system has been “very stable, and very reliable,” according to the contact center manager, with minimal downtime and consistent performance across all locations.
As Starr considers expansion into additional service areas, Landis Contact Center provides the scalable foundation they need. The platform’s data visibility, call recording, call routing, and easy remote use position Starr to grow their services effectively.
