Read up on

Exciting Insight

Phoning For Home Insurance? That’ll Take 12 Minutes
Phoning For Home Insurance? That’ll Take 12 Minutes
28/09/22 13:41

  But you could be on the phone for more than 18 minutes And it will take an average of two minutes 45 seconds to speak ...

Insurance Call Centres 'Try To Close One In Three Sales'
Insurance Call Centres 'Try To Close One In Three Sales'
28/09/22 13:03

Average call time is 12 minutes following up online quote And just one in five offer follow up calls Insurance call cent...

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 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...