Cocolife

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Cocolife employs around 500 personnel at its head office in Makati and 300 field office staff at 60 area and branch offices nationwide.

Benefits

Improved Customer Service
Increased Productivity
Reduce Cost

Cocolife Reduces Monthly Phone System Costs by More Than 45%

Cocolife (United Coconut Planters Life Assurance Corporation) is one of the top life insurance companies in the Philippines, providing life and health insurance products and services to individuals and businesses across the country.
 
The company employs around 500 personnel at its head office in Makati and 300 field office staff at 60 area and branch offices nationwide.
 

Challenge

Cocolife was using an ageing Siemens PABX phone system to connect staff at its head office. In recent years, the system had become problematic and would regularly break down.
 

“The system was failing once or twice a month and parts were difficult to find because it was becoming obsolete. This affected the service we provide to thousands of customers, and was particularly difficult for telemarketing staff and contact centre agents who rely primarily on the phone system to do their jobs.”
 
–Yeyet Abad, Vice President, IT Services, Cocolife
 

In 2010, Cocolife decided to replace its PABX with a new and more reliable telephony system to improve communication among head office users, reduce phone system costs and increase the overall efficiency of its personnel.
 

Solution

In January 2011, Cocolife deployed new voice infrastructure based on an Avaya IP Office unified communications system, 38 Avaya IP Office 5420 and Avaya IP Office 5410 digital phones, and 226 analogue phones.
 
Cocolife uses the Avaya IP Office system at its contact centre in Makati to improve communication between customers and call centre agents or other head office employees. Field personnel stationed in Cocolife’s area and branch offices use a separate phone system.
 
The company deployed the Avaya Customer Call Reporter application to provide vital call statistics to managers to help them improve customer service.
 
It also rolled out Avaya IP Office ContactStore, which enhances the standard call recording capabilities provided by the Avaya IP Office system and Avaya VoiceMail Pro application. It does this by enabling the company to store and catalogue call recordings for easy retrieval.
 

“We’ve had the Avaya IP Office system in place since early 2011 and it’s been running very well,” said Abad. “It’s a flexible communications system that is easy to configure and administer; we can add users by simply removing a plug on the console and plugging it into another port.”
 

Results

‘Follow me’ feature enhances customer service

Cocolife’s contact centre is open from 8:00am to 5:00pm, five days per week. However, the company needs to be able to field calls around the clock.
 
The Philippines Government requires its citizens to be insured before they can work overseas. The Insurance Commission of the Philippines has granted Cocolife the authority to issue compulsory insurance coverage to Filipinos who intend to work or are working abroad. This means customers living in different time zones may need assistance at different times of the day.
 
Customers who purchased one of Cocolife’s ‘add-on’ products such as funeral services may also need to contact the company outside of normal business hours.
 
Consequently, Cocolife adopted Avaya IP Office’s ‘follow me’ feature, which enables these customers to talk to specially assigned employees over the phone outside of normal contact centre opening hours.
 
“For example, a customer may need to talk urgently to one of our staff about how to claim for funeral costs when a loved one passes away,” said Abad. “The customer can ring a number and their call will automatically be transferred to the cell phone number of the person responsible for that service.
 

“This enhances the service we provide to our customers, and also means we don’t have to hire additional people to take calls outside of normal business hours. It helps us control operational costs.”
 

Call costs reduced with direct inward dialling

The Avaya IP Office system supports ‘direct inward dialling’ (DID), which allows Cocolife’s telecommunications company to provide a block of telephone numbers for calling into the system. Cocolife can allocate a personal number to staff members without requiring a separate phone for each person’s extension.
 
“We used to have 40 direct lines but have now dropped almost 90% of these lines, resulting in annual savings of around 330,000 pesos (US$7,211) after deducting the fixed cost for DID,” said Abad. “We were paying 60,000 pesos (US$1,442) per month to lease 40 direct lines.”
 

“Now, we are only paying 25,000 pesos (US$600) per month for the DID and the few remaining direct lines – more than 45% less for ten DID channels that can support more lines than the 40 direct lines we used to have.”
 

Real-time statistics, call recording help improve service

Cocolife uses the Avaya Customer Call Reporter application to provide managers with important call statistics such as the number and type of calls received by staff and contact centre agents each day, and how long each call lasted.
 
“This provides them with insights into the types of enquiries we receive from customers,” said Abad. “They can easily determine which insurance products are responsible for the largest number of customer calls and the common questions customers are asking. This helps us improve the service we provide to customers.”
 
Cocolife also uses the Avaya system to record calls – with the customer’s consent – to train new agents to improve service. Having access to call recordings can also help resolve disputes with customers.
 

Applications, Systems & Services

  • Avaya Customer Call Reporter
  • Avaya IP Office ContactStore
  • Avaya VoiceMail Pro
  • Avaya IP Office 500
  • Avaya IP Office 5420 and 5410 digital Phones
  • Implementation services were provided by Sienet Communications
 

Cocolife employs around 500 personnel at its head office in Makati and 300 field office staff at 60 area and branch offices nationwide.

CUSTOMER PROFILE
Cocolife Logo
  • Headquarters:

  • Philippines

  • # Employees:

  • 800

Cocolife (United Coconut Planters Life Assurance Corporation) is one of the top life insurance companies in the Philippines, providing life and health insurance products and services to individuals and businesses across the country. The company employs around 500 personnel at its head office in Makati and 300 field office staff at 60 area and branch offices nationwide.

What our Customers are saying
“We’ve had the Avaya IP Office system in place since early 2011 and it’s been running very well. It’s a flexible communications system that is easy to configure and administer.”

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  • Yeyet S. Abad

  • Cocolife

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