{"id":33783,"date":"2020-05-28T07:31:59","date_gmt":"2020-05-28T05:31:59","guid":{"rendered":"https:\/\/enreach.es\/blog\/call-centers-i-companyies-dassegurances-quins-canvis-hem-vist-degut-a-la-covid-19\/"},"modified":"2022-06-23T13:51:50","modified_gmt":"2022-06-23T13:51:50","slug":"call-centers-i-companyies-dassegurances-quins-canvis-hem-vist-degut-a-la-covid-19","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/call-centers-i-companyies-dassegurances-quins-canvis-hem-vist-degut-a-la-covid-19\/","title":{"rendered":"Call centers i companyies d\u2019assegurances: quins canvis hem vist degut a la COVID-19?"},"content":{"rendered":"

El sector de les assegurances \u00e9s un negoci altament complex que involucra m\u00faltiples processos per administrar p\u00f2lisses existents, fixar i vendre nous negocis, renovar p\u00f2lisses, atendre consultes de clients i processar reclamacions. A aquesta complexitat s\u2019afegeix la interacci\u00f3 altament intricada entre les asseguradores i les seves xarxes externes: per exemple, corredors i agents.<\/p>\n

No \u00e9s sorprenent, per tant, que la situaci\u00f3 de la COVID-19 hagi plantejat una \u00e0mplia s\u00e8rie de reptes per a les asseguradores per mantenir les seves operacions a mesura que el treball, tal i com el coneix\u00edem abans de pand\u00e8mia, s\u2019ha vist interromput.<\/p>\n

Llavors, com els hi est\u00e0 anant a les asseguradores, quins s\u00f3n els punts cr\u00edtics de crisi i quins canvis a llarg termini en les operacions podem veure en el futur com a resultat?<\/p>\n

Mirant cap al futur, \u00e9s probable que aquesta situaci\u00f3 doni com a resultat una s\u00e8rie de canvis duradors:<\/p>\n

1) El treball remot s\u2019estendr\u00e0 molt m\u00e9s <\/strong><\/h5>\n

Amb les asseguradores invertint m\u00e9s en xarxes de connectivitat, eines de col\u00b7laboraci\u00f3, protocols d\u2019equip virtual i revisant la quantitat de b\u00e9ns immobles que realment necessiten, pujar-se al n\u00favol ser\u00e0 clau per augmentar la qualitat del treball remot<\/a><\/strong>. Aix\u00ed mateix, els prove\u00efdors d\u2019aplicacions estan destinant m\u00e9s recursos econ\u00f2mics per expandir la gamma de funcions (comunicaci\u00f3, compartici\u00f3 de documents, tasques administratives) per optimitzar encara m\u00e9s el teletreball.<\/p>\n

2) Els sistemes i processos digitalitzats, serveis basats en el n\u00favol, automatitzaci\u00f3 (\u00fas de la rob\u00f2tica i la Intel\u00b7lig\u00e8ncia Artificial) estaran a l\u2019al\u00e7a<\/strong><\/h5>\n

Aquelles asseguradores amb processos administratius, de subscripci\u00f3 i reclamacions digitals m\u00e9s avan\u00e7ant estan en una posici\u00f3 molt m\u00e9s s\u00f2lida que d\u2019altes, fins i tot si el temps de processament \u00e9s m\u00e9s lent ara que en condicions normals. \u00c9s probable que aquelles que no tenen aquestes capacitats tinguin m\u00e9s dificultats. De fet, existeix el risc de perdre clients front a m\u00e9s competidors habilitats digitalment<\/strong>, particularment en l\u00ednies personals on la paci\u00e8ncia de molts clients amb processos digitalitzats en aquestes dies \u00e9s baixa.<\/p>\n

3) La capacitat es veur\u00e0 augmentada <\/strong><\/h5>\n

A mesura que les operacions es realitzin de forma m\u00e9s eficient i r\u00e0pida, degut a l\u2019estat actual del sector, les asseguradores veuran oportunitats per canviar la seva capacitat i crearan una for\u00e7a laboral m\u00e9s \u00e0gil per a possibles canvis de volum<\/strong> als quals hagin de fer front en el futur.<\/p>\n

4) La responsabilitat social s\u2019incrementar\u00e0<\/strong><\/h5>\n

Algunes asseguradores estan oferint m\u00e9s flexibilitat en els per\u00edodes de gr\u00e0cia per a pagaments de primes, exempcions pel processament de reclamacions per accelerar els pagaments, reduir la necessitat de la presentaci\u00f3 de m\u00faltiples documents, etc. Tot aix\u00f2 requerir\u00e0 processos operatius espec\u00edfics per ajustar i adaptar-se amb els temps a un ritme que probablement no s\u2019havia imaginat abans de COVID-19<\/strong>.<\/p>\n

Podria dir-se que la ind\u00fastria de les assegurances ha quedat enrere amb respecte a d\u2019altres ind\u00fastries en termes de la implementaci\u00f3 de la digitalitzaci\u00f3. Tot aix\u00f2 ha portat a una acceleraci\u00f3 de les expectatives del client des d\u2019una perspectiva digital que desafia a les asseguradores des del punt de vista de la planificaci\u00f3.<\/p>\n

5) La digitalitzaci\u00f3 s\u2019imposar\u00e0 a la regulaci\u00f3<\/strong><\/h5>\n

Quan les regles i regulacions entrin en conflicte amb l\u2019agenda digital en diferents jurisdiccions de tot el m\u00f3n, hi haur\u00e0 un enfocament accelerat per trobar solucions pr\u00e0ctiques i modernes<\/strong> i pressi\u00f3 per a qu\u00e8 les regulacions i lleis canvi\u00efn.<\/p>\n

6) Els serveis de deslocalitzaci\u00f3 revisaran la seva estrat\u00e8gia<\/strong><\/h5>\n

Per mitigar el risc de concentraci\u00f3, les asseguradores consideraran la possibilitat de distribuir les seves operacions en un major n\u00famero d\u2019ubicacions<\/strong>. Aquest tipus d\u2019operacions, tamb\u00e9 conegudes com offshoring<\/em><\/strong>, designen l\u2019activitat, per part d\u2019empreses amb seu en un determinat pa\u00eds, de traslladar o construir f\u00e0briques o centres de producci\u00f3 en un altre pa\u00eds, on pel general faran front a menors costos en m\u00e0 d\u2019obra, menor pressi\u00f3 en lleis laborals, menor quantitat de normatives governamentals, reducci\u00f3 d\u2019un altre tipus de costos, o d\u2019altres beneficis des del punt de vista del lucre econ\u00f2mica per a la companyia.<\/p>\n

7) La planificaci\u00f3 d\u2019escenaris es tornar\u00e0 m\u00e9s complexa<\/strong><\/h5>\n

Les asseguradores hauran d\u2019estar preparades per fer front a qualsevol tipus de repte quant als seus serveis: errors de TI, reduccions addicionals de personal o nous pics en la demanda de serveis, entre d\u2019altres. Per aix\u00f2, hauran de visualitzar possibles escenaris i planificar curosament el desenvolupament d\u2019estrat\u00e8gies de mitigaci\u00f3 de danys<\/strong>.<\/p>\n

8) La proposici\u00f3 de noves propostes de valor <\/strong><\/h5>\n

Les companyies d\u2019assegurances tendiran, a partir d\u2019ara, a avan\u00e7ar-se i planificar quin tipus de reclamacions podrien presentar-se per proporcionar un millor servei als seus clients<\/strong> i permetre que els pagaments flueixin m\u00e9s r\u00e0pidament. De la mateixa manera, aix\u00f2 pot ajudar a les asseguradores amb noves propostes de valor a clients, corredors i agents<\/strong>, i d\u2019altres parts interessades externes.<\/p>\n

9) Els models de corredors es revisaran en alguns mercats <\/strong><\/h5>\n

Actualment, els corredors d\u2019assegurances tenen un contacte m\u00e9s directe amb els clients, especialment a les PIMES (petites i mitjanes empreses) i determinats segments del mercat. En un futur, les asseguradores decidiran fer m\u00e9s negocis amb els clients, potser a trav\u00e9s de canals digitals<\/strong>, el que alhora podria afectar a la personalitzaci\u00f3 d\u2019aquests productes.<\/p>\n

10) La continu\u00eftat del negoci i la planificaci\u00f3 de la resili\u00e8ncia es convertiran en un enfocament cr\u00edtic<\/strong><\/h5>\n

Aquest \u00e9s un aspecte en qu\u00e8 els reguladors pressionaran a les companyies d\u2019assegurances. Hi haur\u00e0 m\u00faltiples lli\u00e7ons que extreure i una penetraci\u00f3 m\u00e9s profunda dels plans en \u00e0rees com els centres offshore (deslocalitzats).<\/p>\n

Fins ara, el sector es mant\u00e9 b\u00e9 per\u00f2 ha mostrat punts d\u00e8bils. L\u2019empitjorament d\u2019aquests dependr\u00e0 tant de l\u2019efic\u00e0cia de les accions que les asseguradores prenguin per abordar-los com de la gravetat de la pand\u00e8mia a partir d\u2019avui.<\/p>\n

Independentment de les inc\u00f2gnites, el sector d\u2019assegurances est\u00e0 treballant a un bon ritme i amb un gran comprom\u00eds<\/strong> per oferir als seus empleats, clients, canals de distribuci\u00f3, parts interessades externes i societats el suport i el servei que necessiten.<\/p>\n","protected":false},"excerpt":{"rendered":"

El sector de les assegurances \u00e9s un negoci altament complex que involucra m\u00faltiples processos per administrar p\u00f2lisses existents, fixar i vendre nous negocis, renovar p\u00f2lisses, atendre consultes de clients i processar reclamacions. A aquesta complexitat s\u2019afegeix la interacci\u00f3 altament intricada entre les asseguradores i les seves xarxes externes: per exemple, corredors i agents. No \u00e9s… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33784,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33783","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCall centers i companyies d\u2019assegurances: quins canvis hem vist degut a la COVID-19? - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/call-centers-y-companias-de-seguros-que-cambios-hemos-visto-debido-a-la-covid-19\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Call centers i companyies d\u2019assegurances: quins canvis hem vist degut a la COVID-19? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El sector de les assegurances \u00e9s un negoci altament complex que involucra m\u00faltiples processos per administrar p\u00f2lisses existents, fixar i vendre nous negocis, renovar p\u00f2lisses, atendre consultes de clients i processar reclamacions. 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A aquesta complexitat s\u2019afegeix la interacci\u00f3 altament intricada entre les asseguradores i les seves xarxes externes: per exemple, corredors i agents. No \u00e9s... 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