Quality Assurance Strategies for Better Call Centers

Posted on

January 11th, 2021


Businesses rely on call centers to streamline calls to improve customer service, capture leads, and boost sales. If a call center’s performance quality is low, it can lower customer satisfaction and hurt profit margins. Businesses can use the following strategies to cultivate a top-notch call center:

  1. Track all forms of communication. Companies communicate with their customers through several channels. Customer support employees may field inquiries via telephone, email, text, or chat. Many call centers focus their attention on voice calls, but these other lines of communication are important for ensuring a quality experience for the customer.
  2. Incorporate coaching into the company culture. If call center employees only receive coaching following a poor performance, this can create tension and resistance to feedback. Implementing coachable moments or providing guidance on a routine basis can destigmatize feedback and improve customer service.
  3. Track and recognize improvements. Employees may feel pressured or lose motivation if they feel like big brother is always watching. If employees only receive critique, they will focus their efforts on staying off the radar rather than providing superior service. Critiques may help employees improve enough to receive acceptable scores, but recognition helps them reach their full potential.
  4. Use selective hiring practices. If a call center continually fails to meet KPIs despite extensive training and coaching, the company may not be selective enough during their hiring process. Identifying traits and characteristics of call center employees that deliver consistent high-quality services can help ensure a call center’s success.

Call centers that frustrate customers are disastrous for businesses. Nearshore call centers often outperform their offshore counterparts due to familiarity with the customer’s culture. This improves their ability to empathize with the customer and eliminates language barriers. Contact the experts at Actec to learn how our nearshore call center services can benefit your business.

First Notice of Loss: Reducing Claim Severity

Posted on

May 11th, 2020



First Notice of Loss (FNOL) is the single greatest opportunity an insurance provider has to establish good

customer satisfaction. If the FNOL process is clunky, stressful, or in any way frustrating when the insured is already in an agitated state, it’s very difficult to regain their confidence. However, much of the problem lies with when an insured initiates FNOL. Few opt to report a loss at the scene of an accident often because the accident rattled them or they aren’t sure who’s at fault.

Capturing On-the-Scene FNOL Data

When an insured begins FNOL from the scene of the loss, it allows the insurance provider to take immediate steps to begin the repair process. They can dispatch a tow truck and coordinate a direct delivery to a repair facility. This reduces the overall time it takes to close the claim as well as reduces expenses related to retrieving inoperable vehicles on the insured’s behalf.

Of course, this is reliant upon the insured initiating FNOL immediately after an accident. While insurance carriers can’t control the insured’s behavior, they can utilize FNOL automation technology and vehicle telematics from in-vehicle sensors to detect that an accident occurred before the insured places the call to their insurance provider. Whether through on-board diagnostic devices, data from connected vehicles, or relying on smartphone sensors, insurance carriers have a number of options for detecting accidents and getting ahead of a claim.

Reducing Fraud During FNOL

Telematics can be particularly helpful as the data can provide details the insured may not remember following an accident such as the exact time and location of the crash. Having these details within the hour of a loss is also an effective means of reducing fraud. Details can become sketchy or incomplete the longer an insured waits to report an accident and telematics eliminates several areas of ambiguity.

FNOL is a critical moment during any claim for both the insured and their provider. When managed swiftly and efficiently, insurance providers can reduce claim costs while improving customer satisfaction and loyalty. To learn more about improving claim intake and management, contact the experts at Actec.