6 Common Challenges of Outsourcing Insurance Customer Service - Taking You Forward, Inc. - ContactCenterWorld.com Blog
The banking and financial services industry is one of the industries that generate the most revenue. With majority of the population using these kinds of services, well-known banks have delved into outsourcing with insurance companies following suit. Because of the large amount of money involved, just like banking, insurance outsourcing has become a great investment. However, in spite of a potentially high return, insurance outsourcing also poses a correspondingly high risk.
To succeed in outsourcing your insurance customer service, you may have to take note of what you should or should not do. Here are the things you have to consider:
- Additional channels of communication
Adding more service channels, like chat and email, can make you run the risk of less personalization. With some companies’ tendency to depend on technology, some customers no longer feel the human touch in their transactions which can make them feel less valued. It is always better for agents to address customers’ needs right away themselves. Other channels may be provided for customers to have an option when they are unable to speak with an agent.
- Consistently providing customers with excellent customer service
Insurance companies are expected to regularly provide the same high quality of customer service that customers have always enjoyed. This becomes a challenge when you now have several service channels to manage. Make sure you check on these channels regularly so as to avoid any of them from performing poorly.
- Meeting customers’ increasing expectations
In this ever-changing and constantly upgrading world, more products and services are being created and improved. Customers can get more for their money and they therefore expect more. Keeping up with your competition means making sure your customer service representatives can satisfy your customers long-term.
- Disorganized processes
Turning over your work processes to a third party without proper training and coordination can be disastrous. Instead of achieving efficiency, work will slow down and errors might even be made. Make sure you’ve walked through the entire process with them. Go over the details and share with them all your inputs.
- Attrition rate of CSRs
Every time the representatives handling your customer service are replaced with new workers, time and money go into training them once again. Make sure that this is not the case for your chosen call center partner.
- Concern on Information Security
Personal information, particularly financial information, is always a sensitive issue. You need to assure your customers that they are safe with you and the provider you have chosen.
Give it a careful thought before choosing a call center company to work with. All points above are valid concerns and they should be met in order for your insurance customer service to be successfully outsourced. The best way to meet these challenges head on is by partnering with a trusted insurance BPO provider. Excellent BPO providers genuinely value your customers and would always aim to delight them. To increase profitability and ensure your customer care is not compromised, choose BPO providers who can closely coordinate with you. Taking You Forward Inc. is one of the rising stars in the Philippine call center industry. Your business is our business and we value all our clients and their customers. Contact us today to discuss your insurance business needs. We are always ready for you.
Publish Date: April 21, 2016 5:00 AM
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