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The Timing For Discount Rate Changes Couldn't Be Tougher

[fa icon="calendar'] 08/02/17 14:27 / by Ian Hughes posted in insurance calls, insurance pricing

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The Insurance industry is in a flap.  It looks like the cost of insurance claims is about to jump up dramatically and the industry is running around trying to work out who to blame.  APIL, Insurers, the ABI, the MOJ, the Treasury or random passers-by.

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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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Channel Switching For Insurance – Cracked Or Seamless?

[fa icon="calendar'] 12/04/16 10:27 / by Jill Holland posted in telephone channel, web2phone, insurance, insurance calls, channel switching

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In 2009 nearly 25% of all insurance customers called an insurer to get a quote. In 2016 that number has fallen to 23%. So whilst 4 out 5 people got their insurance quotes from a price comparison website last year, call centres have still been extremely busy, but the nature and the mix of calls has changed. For many the phone will not have been their initial ‘channel of choice’, but will act as a back up or support to the internet as they switch from their online quote.

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