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Why Good Phone Service Matters To Motor Insurance Customers

[fa icon="calendar'] 02/03/17 14:47 / by Jill Holland posted in motor insurance, call centre performance, telephone service

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With motor insurance premiums set to rise further, and a reminder of this in renewal notices when changes come into force showing last year’s premium, we expect to see an increase in consumers shopping around for quotes and contacting their insurer.

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The Dual Importance Of The Call Length Metric To Both Call Centre And Customer

[fa icon="calendar'] 27/10/16 16:51 / by Matt Scott posted in call centre performance

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One measure call centre managers often try to use to analyse call centre performance (and hence quality of a call) is call length.

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Why You Should Communicate Your Brand Values Through The Call Centre

[fa icon="calendar'] 20/10/16 10:15 / by Matt Scott posted in call centre performance

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Customers expect a seamless experience across all touchpoints, from the advertising or website, to webchat, phone calls, emails and policy documents.

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The Call Centre Improvement Checklist

[fa icon="calendar'] 11/10/16 16:20 / by Matt Scott posted in call centre performance

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To ensure customer service levels are operating at their peak, insurers need to constantly measure, analyse, benchmark and adapt the way they interact with their customers and offer their products and services.

To help you get started in this cycle of improvement, we have created a checklist for insurers focused on the five pillars of great call centre customer service and experience.

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Does Your Contact Centre Reflect Your Business Strategy?

[fa icon="calendar'] 11/10/16 15:52 / by Matt Scott posted in call centre performance

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Just 10 years ago the role of the call centre in insurance was ubiquitous, with the majority of new business being conducted through this channel. Over the next few years, as consumer confidence in e-commerce grew, the shift to buying online began; more recently that shift has moved more towards buying through price comparison websites.

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Call Centres Are Still A Significant Customer Channel For Insurers

[fa icon="calendar'] 06/10/16 11:03 / by Matt Scott posted in call centre performance, insurance calls

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With the rise of price comparison websites, many in the insurance world predicted the call centre would become a thing of the past when it came to selling insurance policies. But while the aggregators have grown from strength-to-strength over the last decade, call centres have remained the second most popular way that shoppers get quotes.

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The Benefits Of Benchmarking For Your Call Centre Performance

[fa icon="calendar'] 04/10/16 16:56 / by Jill Holland posted in call centre performance

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The desire to obtain and maintain a competitive edge in the insurance, and indeed any industry,  means keeping a constant eye on the market and changes ahead.

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Deliver Great Customer Experience And Still Meet Regulatory Requirements

[fa icon="calendar'] 29/09/16 16:08 / by Elinor Zuke posted in call centre performance

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The CMA and FCA’s recent changes on the sales of add-ons and protected no claims discounts are designed to improve consumer understanding and pricing transparency.

We talk to Jill Holland one of our Market Specialists about what these changes mean for insurance call centres.

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Why Insurers Need A Clear Call Centre Strategy

[fa icon="calendar'] 11/08/16 13:59 / by Jill Holland posted in web2phone, call centre performance

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If one theme emerges from Consumer Intelligence’s quarterly Web2Phone research, it’s that insurance companies are employing very different strategies in their call centres when talking to customers who’ve got a motor quote online.

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