Each of us, at one time or another, has interacted with a contact center customer service agent. Online ordering of products and services are typically handled by a contact center. Additionally, your cable and wireless providers utilize a contact center to handle customer inquiries along with an array of other issues. Contact centers have long provided customer support for retailers as well as cable and wireless providers but contact center support now reaches far beyond these industries. You may not realize, but most likely, when you have reached out to your Insurance company, you have been interacting with a contact center that is providing support for your insurance provider.
CONTACT CENTERS SUPPORT INSURANCE COMPANIES
The Insurance industry as a whole can be a rather volatile one. For example, it is one that is subject to much regulation and it is a highly competitive industry. When it comes to finding coverage, there are literally hundreds of options ranging from huge national brands to smaller, lesser-known brands and even insurance brokers who work with individuals to “broker” the best rates by sometimes combining coverage from more than one provider.
Because of this highly competitive industry, it is essential that insurance providers offer exceptional service that quickly and effectively meets and/or resolves the need of the customer. If a customer feels they are not being well-served by their provider they can quickly and rather easily move on to a competitor. In addition to heavy competition, many Insurance companies have found that maintaining an in-house contact center is not cost-effective. Hiring and training a staff of employees requiring salaries and benefits has proven to be very costly, especially “on-shore”. Furthermore, in recent years, there has been an increasing need for customer service agents to be bilingual in order to serve the growing Hispanic market. For these reasons, Insurance companies have increasingly outsourced a number of functions to contact centers. This allows them to remain competitive with their services while giving attention to their own growth and profitability.
Below is a list of common functions Insurance companies outsource to contact centers:
- Sales/Up-Sells/Cross-Sells
- Inbound Customer Service/Support
- Appointment Setting
- Lead Generation/Lead Qualification
- Outsourced Email Services
- Technical Support/Helpdesk
- Telemarketing
- Live Chat Support
- Text (SMS) Response
- IVR (Interactive Voice Response)
- Back Office/BPO
- Billing/Payment Processing
- First Notice of Loss
At Centris, our bilingual, near-shore contact centers have been providing support to multiple industries for more than two decades. Our Insurance Case Study details how Centris partnered with an Auto Insurance company in an effort to support their Hispanic customer base, improve the customer experience and cut costs for the provider. Read our case study to learn more about our solutions and the results we delivered to the provider.
If you are looking to outsource your Insurance back-office functions, contact Centris. We will work with you to find the right solution for your needs while lowering costs and keeping you competitive.
