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 benchmarking for your call centre customer service and experience.
Infographic: Telephone service for motor insurance customer journey
These insights come from our telephone mystery shopping programme, as well as a survey we carried out using our in-house panel and our Insurance Behaviour Tracker. If you've got questions on what your customers think of your call centre service or how to improve its efficiency and effectiveness, we can help you find the answers.