Allstate Installs Agent Monitoring Technology in Call Centers

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Allstate Insurance Co., which is scheduled to begin selling insurance products directly to consumers next month, has installed agent-monitoring technology from Witness Systems Inc. in its regional call centers, Witness said Friday.

The Chicago-based insurer will use eQuality software from Witness, Atlanta, to record its call center representatives' voice interactions with customers and combine those recordings with the representatives' corresponding computer desktop activities.

Allstate supervisors will be able to use the recorded customer interactions to train their agents and improve their systems to enhance customer service, Witness said.

Allstate is in the process of overhauling its marketing systems to become a hybrid sales organization offering insurance through its network of agents and the telephone and Internet.

The company is scheduled to begin directly offering insurance in Oregon next month and in 16 states by the end of the year.
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