Protector is a growing insurance organisation operating across three core lines: liability, property, and motor fleet. With more than 200 UK-based employees and continued monthly onboarding, the business is expanding steadily across the UK and Europe, with offices in Manchester, London, Birmingham, the Nordic countries, and Paris.
Its UK phone operations is centred around claims handling teams based primarily in Manchester, where the teams manage large volumes of inbound and outbound calls each day. Team leaders support claim handlers through coaching, performance management, and service level oversight.
As the business grew, Protector needed a customer engagement solution that offered greater flexibility, stronger reporting, and more usable functionality than its previous provider. MaxContact now supports that operation with improved data access, real-time dashboards, and emerging AI adoption that are helping shape the next stage of development.
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Before moving to MaxContact, Protector needed a telephony platform that could keep pace with a fast-growing operation.
Managers needed a simpler way to access call data, monitor service levels, and track team activity without relying on limited functionality. As reporting needs became more important, so did the need for a system that was easier to use and better equipped to support day-to-day decision-making.
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MaxContact now underpins Protector’s claims handling environment, supporting both inbound and outbound calls while giving managers the tools to monitor performance more effectively.
- Inbound and outbound calling: Claims handlers use the platform every day to manage customer conversations, while leaders use it to oversee activity across their teams.
- Custom reporting and dashboards: Scheduled reports give managers a regular view of SLA performance, call volumes, and daily activity. Live dashboards add a real-time picture of what is happening across the operation, with widgets showing queue status, handler availability, and workload.
- Call recordings and transcripts: Easy access to recordings and AI-generated transcripts makes it simpler to review calls, support coaching, and maintain quality standards.
- AI-powered audit potential: Protector is also testing MaxContact’s AI capabilities as part of a move towards automating phone audits, using structured questions to score calls, generate feedback, and support quality assurance more efficiently.
Protector also values MaxContact’s collaborative approach, particularly the openness to feedback, ideas, and new ways of working together.
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return navHeight + 30;
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Since implementing MaxContact, Protector has given team leaders more control over the operation and easier access to the information they need. Managers can build their own dashboards, schedule reports independently, and quickly find the data required to monitor team performance. This has made it easier to respond to demand throughout the day and maintain a clear view of service levels.
That visibility supports strong operational performance. Protector’s target is to answer 92% of calls within 20 seconds, and the team regularly exceeds that benchmark, with around 98–99% of calls answered within 20 seconds. At the same time, the introduction of transcripts and AI-led audit testing is creating opportunities to improve quality processes and reduce manual effort over time.
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const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
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const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
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});
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computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
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const slugCounts = {};
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.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
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toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
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p.className = 'text-size-small';
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const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
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Protector is now focused on testing more of MaxContact’s AI tools to support call auditing. The aim is to automate parts of the review process by allowing the system to assess calls against predefined questions, generate feedback, and produce a score. For Protector, that next step reflects the value of a platform that not only supports current operational needs but also gives the business room to evolve.
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const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
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let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
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const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
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const articleHeight = $article.offsetHeight;
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maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
img.addEventListener('error', () => { measure(); onScroll(); }, { once: true });
}
});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
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const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
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