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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
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
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
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
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
Get the Right Information the First Time, Every Time, from an FNOL Outsource Service Provider When it comes to FNOL (first notice of loss) calls, multiple objectives hinge on every transaction. However, a key requirement, whatever your perspective, is accuracy. Nothing else matters if the call doesn’t produce complete and correct data to start the
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
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
