Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events




How To Enter the 2020 Members' Choice Awards - For Vendors


Service Should be the Differentiator—Not the Mascot - LiveOps - Blog

Service Should be the Differentiator—Not the Mascot

When you think of insurance, what do you think of? A gecko? A cheery lady with a bouffant? A sonorous voice coming from an unlikely person when talking about his or her coverage? Most insurance companies do a good job getting their names out there and differentiating themselves with memorable mascots, slogans and representatives. A more important consideration when thinking about insurance is: how’s the customer service?

Customer service can, and should, be a major differentiator for insurance companies and independent agents. Ideally, it is a differentiator because all companies and agents are doing it well, just in different ways…not because some are falling short.

And yet—there is no shortage of stories about different experiences people have had with their insurance company. From the bad to the good and everywhere in between, the experience can be as individual as the person. And the interpretation of the experience is certainly dependent on the person.

Differentiation matters. Outstanding customer service matters. Customer perception matters. Not every agent or company will do things the same way—nor should they—but there are a few things to consider to offer differentiated customer service.

  1. Offer your customers options. Options in how to contact you, options in how to file a claim, options in nearly everything. Face-to-face, phone and email contact are a good place to start. You should also consider text messages, social media platforms and events. As millennials are becoming the primary insurance customers, they bring new demands and you must keep up to keep their business.
  2. Get involved—and engage with customers—via social media. It’s one of the contact options you should be offering (or you may lose customers). It can take quite a bit of time to monitor and engage on social media, but the payoffs are huge. Satisfied customers, sharing positive experiences, on widely read/visited platforms will bring more business than multiple marketing campaigns…and for lower cost.
  3. Offer self-service. Admittedly this won’t work for everything, but if a customer can log on to your website in the middle of the night, when they can’t sleep because they are worried about their claim, and see an update to their account…that’s golden. The customer is happy progress is being made, it saves both of you time and that’s the definition of a win-win.
  4. Respect their time and respect their emotions. This seems like a no-brainer, but it bears repeating. Stay calm and stay helpful. You, as an agent, have dealt with similar situations any number of times and know how it works—your customers hasn’t and doesn’t. You may be interacting with them when emotions are running high and they are not on their “best behavior” but that doesn’t matter. You are there to help them, respect them and get their issue resolved.
  5. Always offer insight into the next step(s). Whether that is you following up in a few days with an update or requesting they provide more information, let them know what comes next. You will be able to set expectations and the customer will feel more secure knowing the process.
  6. Listen. Enough said.

In our nearly 15 years of providing customer service we have learned that service with a smile can be challenging, but it is still just the baseline expectation. If you can give customers outstanding service in every interaction, you’ve likely secured a life-long customer.

At LiveOps, we recognize that each call type, whether that be insurance sales, customer service or claims work, requires an agent with a unique skill set that is able to help solve a customer’s specific issue. LiveOps Agent Services boasts a community of 1500 specialized agents experienced in both financial services and insurance verticals, ensuring that our agents can give your customer even just a little more than they expect. When you exceed customer expectations you can expect to benefit as well.

Image courtesy of Image courtesy of mrsiraphol at


Publish Date: July 13, 2015 5:00 AM

2020 Buyers Guide Training


Call Centers
Contact Centers
Admin Training
Supervisor Training

Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page
(read more)
PH: 204-975-6468

Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

View more from LiveOps

Recent Blog Posts:
What’s So Great About Leveraging an On-Demand Workforce?January 19, 2016 5:00 AM
Looking Ahead to the New LiveOps Cloud PlatformDecember 4, 2015 5:00 AM
LiveOps Announces 5,000 New Work-From-Home Opportunities!September 23, 2015 5:00 AM
Those First 90 DaysAugust 18, 2015 5:00 AM
The 21st Century Economy has Forever Changed Work—and Customer ServiceAugust 5, 2015 5:00 AM
Service Should be the Differentiator—Not the MascotJuly 13, 2015 5:00 AM
How Can You Tell if Your Customer Service Agent is Working from Home?June 17, 2015 5:00 AM
Your Kids Are Out of School For Summer. Now What?June 8, 2015 5:00 AM
Red Nose Day a Rollicking SuccessJune 2, 2015 5:00 AM
Guide Your Agents to the Finish Line—and BeyondMay 26, 2015 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =