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Why Buying Insurance By Phone Is Going Nowhere
Why Buying Insurance By Phone Is Going Nowhere
21/11/18 17:12

Ignore telephone service at your peril. Whilst 56% of motor insurance customers buy online, 23% complete the transaction...

Why Good Phone Service Matters To Motor Insurance Customers
Why Good Phone Service Matters To Motor Insurance Customers
02/03/17 14:47

With motor insurance premiums set to rise further, and a reminder of this in renewal notices when changes come into forc...

The Timing For Discount Rate Changes Couldn't Be Tougher
The Timing For Discount Rate Changes Couldn't Be Tougher
08/02/17 14:27

The Insurance industry is in a flap. It looks like the cost of insurance claims is about to jump up dramatically and the...

The Dual Importance Of The Call Length Metric To Both Call Centre And Customer
The Dual Importance Of The Call Length Metric To Both Call Centre And Customer
27/10/16 16:51

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

Why You Should Communicate Your Brand Values Through The Call Centre
Why You Should Communicate Your Brand Values Through The Call Centre
20/10/16 10:15

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

The Call Centre Improvement Checklist
The Call Centre Improvement Checklist
11/10/16 16:20

To ensure customer service levels are operating at their peak, insurers need to constantly measure, analyse, benchmark a...

Does Your Contact Centre Reflect Your Business Strategy?
Does Your Contact Centre Reflect Your Business Strategy?
11/10/16 15:52

Just 10 years ago the role of the call centre in insurance was ubiquitous, with the majority of new business being condu...

Call Centres Are Still A Significant Customer Channel For Insurers
Call Centres Are Still A Significant Customer Channel For Insurers
06/10/16 11:03

With the rise of price comparison websites, many in the insurance world predicted the call centre would become a thing o...

The Benefits Of Benchmarking For Your Call Centre Performance
The Benefits Of Benchmarking For Your Call Centre Performance
04/10/16 16:56

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

Deliver Great Customer Experience And Still Meet Regulatory Requirements
Deliver Great Customer Experience And Still Meet Regulatory Requirements
29/09/16 16:08

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