Li Kai, IT System Structure and Operation Manager,
Ming An Insurance
Formed in 1982, Ming An Insurance Co., (China) Ltd (Ming
An) provides general insurance and reinsurance services
including motor, property, employee compensation,
marine, accident, and health insurance to businesses
and individuals on mainland China.
Ming An’s “95506” call service has 120 call-in agents handling
about 3,000 customer issues and queries daily; and
320 call-out agents making about 45,000 telesale calls
daily. “Having good audio clarity is vital especially for
agents solving customer problems. However, extremely
high levels of undesirable noise in the call center hindered
this,” said Li Kai, IT System Structure and Operation
Manager, Ming An Insurance. To make matters worse,
he said most products in the market were ineffective in
reducing this noise.
Another important headset requirement was comfort. Li Kai
said, “For the telesales agents, comfort is crucial as they
spend a lot of time on the phone to increase the chances of
customers purchasing insurance.” Faced with these challenges,
the company was urgently looking for a comfortable
double earpiece headset with noise reduction features.
Jabra recommended the Jabra Biz 2400 headset and Jabra GN8000 MPA amplifier to Ming An for its customer service
and telesales center. “To help us evaluate the various
options, we conducted a test with eight people who tried
out a different headset every day. After two weeks,
we chose the Jabra headsets because most participants
recognized it as the best solution,” said Li Kai.
The implementation is still ongoing. Thanks to a high level
of employee satisfaction, Ming An will deploy more Jabra
headsets to replace those currently used in its call centers.
With the Jabra Biz 2400 headset and Jabra GN8000 MPA
amplifier, call agents can precisely adjust their headset
volume, block unwanted noise, and maintain high levels of
voice clarity during customer interaction.
The Jabra headset and amplifier combination has transformed
Ming An’s call center operations. By leveraging
its audio enhancement and comfortable features, agents
can handle more callers and engage them better, thereby
increasing customer satisfaction and telesales. With
its surgical steel body promising maximum strength and
break-proof boom, the Jabra headsets have withstood
rigorous daily use within Ming An’s busy call center environment – to deliver solid reliability. As a testament
to its exceptional construction, no headsets were returned
over a one-year deployment and no defects were recorded.
Customer interaction and satisfaction levels have received a
boost with the Jabra Biz 2400 headset. Its audio enhancement
features help agents hear customers clearly even under the
noisy conditions of the call center. Additionally, telesales
agents can focus on the customers and build a genuine
connection, especially important for making an insurance
sale which requires trust to be developed with its customers.
The headsets are extremely comfortable with its composite
ear cushions. Call center agents no longer experience strain
from extended usage. “Compared to the previous headsets,
the Jabra Biz 2400 ergonomic design allows agents to handle
more calls in a day,” said Li Kai. Additionally, its lightweight
feature and FreeSpin 360° rotation boom arm let call center
agents enjoy more flexibility while engaging customers.
Besides being well made and comfortable, the Jabra headsets
are also very sturdy. During its on-year use, there were
no technical malfunctions. “We are very pleased with the
Jabra Biz 2400 headsets zero defect record that has helped
us to significantly lower our maintenance costs and extend
the lifespan of our call center equipment,” said Li Kai.