[originaltext]W: Direct Line was the first direct provider of insurance in the

W: Direct Line was the first direct provider of insurance in the UK when it started 13 years ago. How many call centers does the company now operate?
M: We have six regional centers which employ between 300 and 700 people each.
W: Why did the company decide to offer its products directly by phone and Internet rather than through insurance brokers or high street shops?
M: Well, the major reason was cost. With a call centre you don’t have to pay high rents for good high street locations or pay commission to brokers and agents. We can then pass on these cost savings to our customers through competitive pricing of our products.
W: Well. How does a call centre affect the quality of service a customer gets?
M: When a customer calls, he can get an instant response. The computer database shows all the customer’s details. This means we can offer our customers good products, quick service and lower premiums.
W: And what products does Direct Line offer?
M: Our company provide motor, house, travel and life insurances. We also offer financial services such as mortgages, personal loans, savings and pensions.
W: Gosh, so many. Are your workers able to deal with all these different products?
M: Some workers only deal with one product, while multi-skilled staff can deal with two or three products. But the system is programmed to guide staff members in dealing with 80%--90% of enquires and claims.
W: What do you think of the future for call centers?
M: They’re definitely here to stay. But as more and more new call centers are set up, it’ll become harder to find good staff, so we will have to offer better conditions. In the future, staff might work at home on computer networks.