3 min
Currently, there is great competition in the insurance industry. With insurers competing to win and retain customers, many standard business practices face these challenges. According to Xpertdoc, almost all customers who contact an insurance company by phone are put on hold, and it takes just less than a minute of waiting for the customer to start getting nervous.
This example is just one of the reasons that quickly resolving complaints is critical for insurance companies. And, when it comes to an outsourced cloud call center, there are four strategies that can be implemented to help solve problems more efficiently.
How To Resolve Complaints Faster
1) Avoiding Having Customers On Hold
This first suggestion may seem obvious, but surprisingly, it is rarely done. That’s why it’s important to use performance metrics and key search terms to identify pain points in the customer experience. Whatever the problem, the insurer has to invest in new processes and / or technologies that eliminate weaknesses and, consequently, increase customer experience and satisfaction.
2) Offering Self-service Options That Eliminate The Need For Contact Center Inquiries
Research shows that companies that use online self-service tools, such as interactive voice response (IVR), live chat, or mobile apps, do better. But agents, and more importantly, customers, also benefit.
Customers value their time, and the last thing they want is to waste it waiting for answers to simple questions. If they can solve the basic queries themselves or obtain information without waiting, it increases their satisfaction.
This customer satisfaction benefits agents as well. With fewer inbound calls, agents have more time at their disposal for their product training, skills development, and experience higher morale, less burnout, and lower turnover.
This increased satisfaction of agents is transmitted to customers because they can avoid call queues, spend more time on activities that offer greater value to customers and provide solutions, not just information, that solve more quickly and easily the problems of the customer and resolve their complaints.
3) Routing Calls To The Right Agent Through Automatic Distribution
Automatic Call Distribution (ACD) technology directs customers to the best agent available to assist them. According to the specific parameters established, users are always directed to the most relevant resource, so agents do not waste time transferring calls. The result? Higher productivity and customer satisfaction.
To take full advantage of ACD, the insurer needs to look for a solution that is feature-rich, customizable, with routing logic that can be easily configured to meet business needs, and easy to use by non-technical users new to ACD.
4) Using Analytics To Find Out Which Are The Most Common Complaints
One of the main use cases for call center analytics is to automatically identify and classify the primary reason for each customer interaction. Aggregation of this data highlights trends in customer hot spots.
For example, you can create a set of keywords and phrases that communicate customer frustration, such as “Can’t find” or “help me find,” then you can use advanced analytics to automatically build an easy-to-read report that shows services most commonly associated with them. With this information, insurance companies can develop a data-driven plan to bring new or expanded products to market to meet customers’ unmet needs.
In conclusion, for today’s insurers, almost all customer interactions take place through the contact center, under “high pressure” circumstances. As a result, the call center has a great influence on customer satisfaction and loyalty, and has a definitive and immediate impact on results. Now is the time to equip agents with the right tools and processes to offer the best customer experience in the shortest possible time.
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