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Why Buying Insurance By Phone Is Going Nowhere
21/11/18 17:12Ignore 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
02/03/17 14:47With 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
08/02/17 14:27The 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
27/10/16 16:51One 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
20/10/16 10:15Customers expect a seamless experience across all touchpoints, from the advertising or website, to webchat, phone calls,...
The Call Centre Improvement Checklist
11/10/16 16:20To 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?
11/10/16 15:52Just 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
06/10/16 11:03With 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
04/10/16 16:56The 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
29/09/16 16:08The CMA and FCA’s recent changes on the sales of add-ons and protected no claims discounts are designed to improve consu...