An insurance company may offer the best rates with the widest array of products but still lose customers to a competitor. The leading cause for this is poor customer service. Poor service can take many forms, including not resolving the customer’s issue, lacking reliability, or difficulty reaching a representative.
Insurance providers can implement the following to deliver consistent customer service that exceeds expectations:
- Knowledgeable representatives. Service representatives can’t troubleshoot or solve a customer’s problem if they aren’t familiar with the products. However, baseline knowledge isn’t enough. Support employees need to be subject matter experts on the insurer’s products. This helps them deliver superior service as well as make other product recommendations that compliment the customer’s existing coverage.
- Innovative problem-solving. Resolving the customer’s problem is the primary goal, but customer service doesn’t have to stop there. Customers aren’t likely to share their experiences when the service is straightforward. They are happy to have their issue dealt with, but the experience wasn’t noteworthy. Insurers can take customer service to the next level by offering customers more than they expected when placing the call. Examples include a small customer loyalty discount on their upcoming payment, a personalized card thanking them for their business, or useful company swag (e.g., mugs, water bottles, pens, etc.). The key is to go above and beyond, as that is more likely to drive positive reviews and referrals.
- Personalize the service. Customers can tell when an agent reads them a scripted response, and they don’t appreciate it. It demonstrates that the agent isn’t familiar with the customer’s products or isn’t adequately perceiving the problem. Service without personalization leaves customers feeling like they’re file numbers rather than individuals. For example, if the agent sees that a customer’s birthday is coming up, the agent can wish the customer a happy birthday to personalize the experience.
- Deliver on promises. When customer service representatives make promises or give their word, they need to make sure they follow through. When an insurance company doesn’t deliver on a promise, the customer feels angry and disrespected. Agents should note the customer’s file with the details, so other representatives will know what the customer is referencing if they call back.
A significant element of delivering excellent service is investing in a high-quality call center. Nearshore call centers ensure that the agents have similar cultural experiences with the customers, which allows them to have greater empathy and understanding for the customer’s needs. Contact the experts at Actec to learn more about the benefits of a nearshore call center.