INSURANCE
Solving Customer Service Challenges in the Insurance Industry
Insurance companies rely on intricate processing systems that must run smoothly under the strain of constant transactional activity. Meeting the customer service needs of customers and agents, especially following a loss, can present significant customer service challenges.
Why Voyage?
Constant cost pressure. Competition within the insurance industry continues to escalate. With new companies entering the field on a regular basis, competition necessitates decreasing costs while increasing quality. Our consultants can help find that balance.
Demanding customer service. Insurance representatives work with customers who have experienced a life-altering event. Inquiries and payment processing must be handled with the utmost urgency, accuracy, and professionalism.
High volume transaction processing. Millions of forms are processed every day in the insurance industry, each with sensitive information that requires timely processing. Streamlining the contact center is the first step to improving customer experience and remaining competitive in the field.
Complex agency relationships. With hundreds or thousands of agents, insurance companies need to ensure they are providing clear communication and reporting to agents. Additionally, metrics need to be established to ensure that agents are following established guidelines and writing good business.
Voyage Advisory creates tailored operational and customer service plans to optimize each customer interaction.
