Outsourcing Call Overflow to Maximize Your Call Center Effectiveness

Posted on

December 6th, 2010


Do you have high ASA’s?  Do you have high abandonment rates?  Your call center is the first contact that your customers have when problems strike.  As with most call centers, there are times when your occupancy rates are at 90% – and no one is available to answer the phone.

You could return the call an hour later or the next day, but that may be too late, and they may have already contacted an attorney.  This will increase the cost of your claims dramatically and will simultaneously reduce the effectiveness and level of customer service provided by your organization.  This is why many of today’s contact centers employ outsourced call centers staffer with claims professionals to improve the customer experience. 

By leveraging a contact center for overflow, nights, weekends and holidays, you will improve the efficiency in your organization by as much as 40% while greatly improving your customer experience.  All of which impact the bottom line.  Today, many high quality call centers outsource FNOL (First Notice of Loss) for overflow and non-peak times.

Insurers with longer than average cycle times of 14.8 days are rated in the bottom 50% in terms of customer satisfaction. – J.D. Power and Associates

At 80%+ call center occupancy your people are busy, turnover increases due to burnout, customer service is poor, and many calls go unanswered.  At 50% occupancy your people have some down time, customer service levels are relatively good, and most calls are answered.  At 20% occupancy, almost every call is answered, ASA times are short, customer service is superb; however efficiency is low and the cost per claim is astronomical. 

Finding the right outsourced call FNOL solution can allow your call center to improve efficiency and reach maximum effectiveness.