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News : Glia Releases 2024 State of the Insurance Agent Experience Report

#contactcenterworld, @GliaInc

New York, NY, USA, Apr 2, 2024 - Glia, a provider in customer interaction technology, released its 2024 State of the Insurance Agent Experience Report. The company surveyed over 500 independent P&C insurance agents to evaluate agent-carrier interactions and how the support experience influences agents' business decisions. Findings touch on agents' channel preferences, top producer frustrations, leading factors for where agents place business, and the effectiveness of carrier portals.

"Most P&C insurance carriers depend on independent agents for their business, and our research reveals a widespread disconnect with how carriers interact with agents and offer support compared to what agents prefer," said Dan Michaeli, CEO and Co-Founder of Glia. "We found that when deciding where to place their clients' business, response time and ease of doing business matters just as much as price for agents. Producers want a more seamless experience from carriers – and carriers who want their business should take note."

Key findings from the survey include:

Over 50% of the time, agents still need live carrier support despite an increase in self-service capabilities. More than half of agents reported needing frequent assistance with underwriting, checking a claim status, and submitting a claim. For licensing and commission issues or submitting a quote, agents still need assistance 40% of the time.

66% of agents want more digital channels for communicating with insurers – and their preference for phone and email is declining. Despite the majority of agents today still connecting with carriers for assistance via phone (86%) and email (85%), approximately 35% of agents indicated that phone and email were not their preferred channels to use for assistance, with channels like chat, text, and screen sharing on the rise.

Younger agents prefer newer and faster support channels. 69% of younger agents (45 and under) compared to 46% of older agents (46 and older) rated live chat as their preferred channel for assistance, even higher than email and phone. They also showed a stronger interest in capabilities like text, screen sharing, and video.

Agents' top frustration is an inability to complete all tasks within the portal. 79% of agents are always or almost always in the carrier's portal when they reach out for live support, and 67% of agents access five or more agent portals a week. Carriers should also take note that agents are likely to compare portal experiences, and their level of frustration within different portals.

More than 50% of agents are not getting the instant support needed to be effective. Almost half of agents surveyed said underwriter response time exceeded two hours on average. Comparatively, 70% of agents surveyed said it should be instant or within a few minutes, leaving insurers with slower response times at risk of losing new business opportunities to competitors.

"It is clear that the current channel mix offered by carriers isn't enough for what agents want—especially younger agents," said Ryan Baillargeon, Senior Marketing Manager, Insurance at Glia. "The carriers that offer more seamless agent portal experiences and digital interaction options can help agents become more productive, accelerate sales, and ultimately grow business for both parties. With older agents aging out of the workforce, it's more important than ever for carriers to consider the technology needed to attract and retain the next wave of agents, who have different expectations and preferences than previous generations."

#contactcenterworld, @GliaInc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Glia:
Company LogoGlia provides digital customer service technology that is reinventing how businesses support clients online. Glia's solution enriches customer touchpoints on web, mobile, or phone calls with communication choices (from messaging to video chat), on-screen collaboration, and AI-enabled personalized experiences. Banks, Credit Unions, Insurers and Fortune 500 enterprises use Glia today to quickly maximize customer satisfaction, decrease handle times, and improve conversions. Headquartered in New York City, Glia is backed by leading venture capital investors.
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Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Thursday, April 4, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

2.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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