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Category: FNOL

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First Notice Of Loss Should Be Customer Focused
FNOL

First Notice Of Loss Should Be Customer Focused

The insurance industry has made great strides in keeping pace with the rapidly changing marketplace. The trends transforming the industry today include customer centricity and emotional relationships. Quickly evolving customer service expectations and the use of data and analytics to capture holistic customer views is informing the push toward customer centricity. Additionally, the centricity strategy

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May 29, 2019 No Comments
Insurance Contact Center Best Practices
BPO

Insurance Contact Center Best Practices

In addition to following call center best practices, BPO providers specializing in the insurance industry will strengthen their client relationships and deliver on their promise to implement effective customer relationship strategies by applying these five best practices for optimizing an insurance contact center: Strengthen security protocols to prevent fraud. According to the FBI, the insurance

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March 6, 2019 No Comments
customer experience
FNOL

FNOL Providers Best Practices

Don’t Try to Force Your Business Processes into a One-Size-Fits-All Outsourcer Box There are many advantages to outsourcing your first notice of loss (FNOL) calls to a call center that specializes in this work. However, outsourcing to the wrong call center can produce extra work for your team and cause frustrations for your policyholders. This

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August 16, 2018 No Comments
customer experience
FNOL

Your FNOL Provider Should Cover All Type of Insurance Policies

When You Outsource FNOL Calls, Select an Outsourcer Able to Process All Policy Lines How many types of insurance policies does your company provide? Automotive, property, general liability, workmen’s comp? Whether it’s one line or many, the wise move when you outsource first notice of loss (FNOL) calls is to select a provider with the

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June 20, 2018 No Comments
tech support call center
FNOL

Leading FNOL Outsource Providers Excel at Customer Service

Your Policyholders Deserve Excellence at Each Contact Point, Including FNOL We talked about the importance of obtaining complete and accurate information on FNOL (first notice of loss) calls. But this is just the starting point. Coupled with it is the customer experience, that is, the expectation of excellent customer service and call quality. Several things

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April 23, 2018 No Comments
insurance claims outsourcing
FNOL

How to Customize your FNOL Processes

FNOL – Don’t Try to Force Your Business Processes into a One-Size-Fits-All Outsourcer Box There are many advantages to outsourcing your first notice of loss (FNOL) calls to a call center that specializes in this work. However, outsourcing to the wrong call center can produce extra work for your team and cause frustrations for your

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February 23, 2018 No Comments
insurance claims outsourcing
FNOL

The Importance of Infusing High EQ into FNOL Call Centers

Policyholders reaching out to report a first notice of loss (FNOL) are often frightened or angry by the unexpected crisis they have just experienced. This stress creates high-tension calls that require an abundance of empathy and emotional intelligence on the part of the agents who are answering the phones. When an insurance rep bucks social

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February 12, 2018 No Comments
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