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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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