Background
Outbound calling is essential to delivering high-quality customer service
With roots dating back to 1819 and 1934, Alte Leipziger and Hallesche together form one of Germany’s well-established and financially strong insurance groups. While Alte Leipziger is recognised as a leading provider of life and disability insurance, Hallesche is a highly regarded private health insurer. Both companies have earned a reputation for excellent service as well as conservative and sustainable growth.
For Hallesche, outbound calling is essential for customer service excellence. Outbound callbacks are used to respond to customer enquiries, resolve issues and keep operations running smoothly.
Problem
Important calls were going unanswered
Reaching customers by phone was difficult. Like many businesses today, Hallesche found that customers often ignored calls from unknown numbers — even if they had called and were expecting a callback. Without clear information about who was calling or why, customers chose not to answer.
At the same time, Hallesche lacked visibility into their call performance. Answer rates were estimated at around 30 to 33 per cent, but there was no reliable way to measure or improve them. The situation created several operational challenges:
- Agents often needed 3 to 4 attempts to reach a single customer.
- Teams spent significant time on repeated call attempts.
- Daily call volumes were harder to complete efficiently.
Solution
Hiya’s Branded Call made calls trusted and worth answering
Hallesche implemented Hiya Branded Call to give customers immediate clarity on incoming calls. With Branded Call, customers can see who is calling and the reason for the call before they answer. This added transparency helps legitimate calls stand out and gives customers the confidence to pick up.
Branded Call was deployed across multiple departments to support a wide range of sales and customer service callbacks. Implementation was fast and straightforward:
- No complex IT integration was required.
- No customer data processing was required, which aligned with strict insurance regulations in Germany.
- There was strong collaboration and support from the Hiya team.
Results
More answered calls, fewer attempts, better outcomes
Answer rates more than doubled
- Answer rates increased from about 30-33% to 60-80% per cent.
- The average answer rate was 62%.
- Some departments saw near 80% unique answer rate.
Fewer calls were needed to reach customers
- The Hallesche team no longer needed 3 to 4 attempts to reach customers.
- Fewer repeat calls were required to complete tasks.
- Customers were more likely to call back.
Greater efficiency was achieved across teams
- With fewer failed attempts, daily call volumes were completed faster.
- Less time was spent on retries.
- Resulted in more streamlined workflows across departments
Not only were fewer calls required, but a key factor was that customers who missed the call frequently called back on their own initiative because they saw the branding in their missed call history. As a result, an unanswered outbound call was transformed into an inbound call.
Looking ahead
By making calls clear, trusted and relevant, Hallesche turned outbound calling into a channel that works.
Following the success of Branded Call, interest in expanding the solution is growing across the organisation and additional departments are exploring Branded Call to improve efficiency.
When calls are known, they get answered. Learn more about Branded Call and see how your company can connect with customers more efficiently.
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