Contact Center Delivers Exceptional Results for Clients

EFG Companies has delivered consumer protection products and claims administration services to the retail automotive industry for nearly five decades and has recently expanded into the home warranty space. Its mission is to help clients—including dealers, lenders, manufacturers, agents, and marketers—build lasting differentiation and profitability. At the core of its operations is a straightforward principle: delivering on promises when customers need support most.

EFG’s contact center is a standout example of this commitment. The Claims and Customer Service Representative (CSR) teams serve both B2B clients, such as dealerships and repair centers, and B2B2C audiences, including contract holders. This dual-function setup, backed by tailored training programs, helps maintain customer satisfaction through the repair process while ensuring operational efficiency for service providers. With both client-facing and consumer-facing teams working within the same department, EFG is better positioned to respond to labor shifts, supply chain constraints, and changing customer needs.

EFG’s customer engagement strength is further supported by its AFIP-certified field team, which works closely with clients to improve service drive profitability—often by as much as 57 percent—without compromising customer satisfaction. These efforts are reflected in EFG’s A+ BBB rating and 4.5-star Google reviews.

The company’s home warranty contact center offers another example of this approach. In 2019, EFG brought home warranty claims adjudication in-house to enhance customer service and grow revenue. Despite launching the contact center during the pandemic in early 2020, EFG quickly outperformed industry benchmarks, cutting average claim costs by 26% while improving abandonment rates and hold times beyond market standards.