“FOCUS ON YOUR CUSTOMERS AND LEAD YOUR PEOPLE AS THOUGH THEIR LIVES DEPEND UPON YOUR SUCCESS.”
The executives at ICE understand the need for honed-in processes to enable successful intake departments, one that is field-tested and creates efficient performance throughout. Training intake specialists on adaptable processes while listening and grading calls based on metrics is a system which Warren Buffett of Berkshire Hathaway uses in his call centers to competitively elevate the degree of customer service for policyholders. Like Warren Buffett’s customer service representatives, intake specialists at ICE convert potential claimants into retained clients with extraordinary customer service, despite the difficulty of circumstances surrounding their call.
Because of this dedication to service, ICE has a conversion rate, on average, of between of 70-80%- much higher than the industry average of 50-60%.
Intake specialists at ICE go the extra mile the first time and seek to convert your firm’s inbound (and new) or outbound (and stale) leads to maximize your return on investment, another common interest that ICE shares with Mr. Buffett. ICE Executives are aware that costs matter to your firm but investing in expanding your intake will reap benefits for long-term growth of revenue.