4 Ways to Provide Excellent Customer Service

Posted on

April 6th, 2021

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.

5 Biggest Trends Transforming Call Centers

Posted on

March 23rd, 2021

Andrew

Most insurance companies that utilize call centers view it as the cost of doing business, but new trends are changing this perception. Modern call centers can do much more than provide a necessary service. They can engage with their customers in new ways to improve customer satisfaction. With customer expectations higher than ever, insurance providers need their call centers to deliver where it matters most.

The following call center trends are driving value and revenue:

Prioritizing the customer experience. The customer’s experience affects their satisfaction with their provider, likelihood to purchase future products, and their continuing loyalty. While obtaining new business is important, retaining existing customers has a much greater effect on revenue.
Making data-driven decisions. Insurers will struggle to improve customer satisfaction if they don’t know their pain points. Call centers gather a plethora of data that can help insurance providers identify customer preferences and trends. They can then harness that data to provide in-demand products, mitigate recurring problems, and tailor marketing efforts to meet customer expectations and desires.
Personalizing every interaction. Customers expect call center employees to know who they are, what their existing coverage and policies are, and have access to previous calls they’ve made. Legacy systems can’t deliver this kind of experience, which forces the customer to repeat themselves every time they call. Without personalization, customers feel like a file number and that their insurer doesn’t care about them.
Implementing omnichannel communication. Customers expect offline and digital options to communicate with their insurer. This goes beyond web portals or email. Today’s average customer is well-versed in technology, and they expect their insurance provider to keep pace. Insurance providers need a call center that can deliver exceptional service across all channels, including chat support, social media, and text.
Bringing call centers closer to home. Offshore call centers appeal to many insurance companies because they’re comparatively inexpensive, and they can offer customer service around the clock. However, many insurers are realizing offshore call centers have hidden costs. Customers across the board have voiced complaints about the poor quality of service, as well as raised concerns about data security. Bringing call centers closer to home allows insurers to vet that new agents have the right skill set and experience for the job.

Meeting customer expectations is critical to retaining their business. Communicating with them when and how they want to, as well as providing superior service, can help achieve that goal. To learn more about enhancing your communication and call center services, contact the experts at Actec.

Elements of Effective Digital Claims Management and FNOL

Posted on

March 16th, 2021

Andrew

Insurance companies rely on key performance indicators (KPIs) to evaluate the effectiveness of their processes. Insurers can generate more value for the customer while reducing their expenses by focusing on the following foundational KPIs:

Customer experience
Claims efficiency
Claims accuracy

The most direct means to boost these KPIs is by digitizing the claims process. Digital claims simplify the process for customers by allowing them to electronically initiate first notice of loss (FNOL), upload images, and receive updates about their claims. Digital processes are also more efficient than manual claims management, as they allow agents to process more claims in less time. Digital systems can identify errors and red flag potential problems as well, which helps avoid clerical delays.

It can be challenging for insurance providers to make the leap as technology is constantly evolving. However, the most successful digital transformations share several elements:

Digitizing claims prevention efforts. Insurance companies have a trove of data available to them to identify customer trends. By issuing data-based safety notifications, insurance companies can provide simple tips to help customers avoid a loss. For example, if the weather forecasts a winter storm, insurance providers can send automated texts to their customers with tips for driving during winter weather. Reminding drivers to slow down, put chains on their tires, or stay home unless it’s necessary to go out can help prevent claims.
Digital FNOL. Customers expect fast and simple solutions to all their problems, but their urgency increases exponentially following a loss. Providing a digital, easy-to-use option for FNOL gives customers agency over their claim while expediting the process. Implementing text or chat FNOL services provides customers with another channel of communication. This service allows them to obtain answers to common questions about their claim, which eliminates confusion and anxiety.
Automating claims management processes. Automating fraud detection, progress updates, and other administrative processes drastically improves claims efficiency. Digital software can identify the type of claim, route it to an appropriate agent, check it for fraud, and more within minutes compared to the lengthy process of checking it all by hand.
Electronic appraisals and repairs. For simple claims, customers can submit details and pictures that allow appraisers to assess the damage or loss. Insurers already have a list of their preferred repair shops. Digitizing the process can identify which provider is closest to the customer. They can even schedule the appointment electronically, so the customer doesn’t have to do any heavy lifting during the claim cycle.
Automatic settlements. One of the biggest pain points for customers is when a repair vendor is out of sync with their insurer. They may have to pay for the expense out of pocket and seek reimbursement from their insurance provider. However, the insurer may have already sent the payment to the vendor, which worsens the customer’s confusion and frustration as they try to get their money back. Automating the process eliminates this bottleneck. Insurers can automate several types of settlements, such as paying for a repair service, replacing the damaged item, or offering a cash settlement.

Digitizing claims processes can generate value by boosting KPI performance. While every step of the claim should be custom-centric, FNOL is the single greatest opportunity insurers have to secure customer satisfaction. Contact the experts at Actec to learn how text and chat FNOL services can improve claims management.

5 Customer Service Red Flags for Call Centers

Posted on

March 9th, 2021

Andrew

Customer service is a critical component to securing customer loyalty. No matter how stellar a product or service might be, customers will look for other options if the support is lacking. Knowing the warning signs of customer service issues allows businesses to address the problem before it costs them customers. Some of the biggest customer service red flags for call centers include:

Long wait or hold times. The negative effects compound rapidly when a company makes customers wait. If it takes too long for a business to answer a call, the customer begins the conversation from a place of frustration. If the customer then has to wait on hold, that aggravation builds. If they have this experience every time they try to contact customer support, they’ll be more likely to look for a new provider. Customers also expect rapid replies to their chat support and email inquiries.
Communication problems. Businesses noticing an uptick in unanswered calls and open chat windows may have a customer service issue. Not receiving an answer or support is equally as frustrating for customers as it is to sit on hold. Inefficient routing can also irritate customers as they have to repeat their inquiries every time a representative transfers them.
A lack of repeat customers. If a customer likes a product or service, odds are they will make purchases again in the future. If businesses notice a dip in purchases from their established customers, poor customer service may be the culprit.
Customers leave or close accounts without an explanation. Customers don’t always explain why they moved on to a new provider or vendor. However, most customers will break ties with a company after a negative experience with customer service. Keeping an eye on service cancellations or closed accounts can provide some insight into the quality of the company’s customer service.
Prioritizing speed over quality. If a company evaluates customer service representatives based on how many calls or inquiries they resolve, this will cause representatives to rush. Rushing rarely produces quality customer service, and representatives may provide incorrect answers in their haste. Customers can sense when a representative is trying to complete the call as quickly as possible, and the quality of service often lags as well.

Providing superior customer service is critical to retaining existing customers and their business. Investing in a high-quality call center can help ensure the customer’s experience is satisfactory from start to finish. Contact the experts at Actec to learn how a nearshore call center can improve customer satisfaction and loyalty.

How to Cultivate Trust Between Insurance Companies and Customers

Posted on

March 2nd, 2021

Andrew

In the not-to-distant past, purchasing insurance products was a frustrating and challenging task for most customers. They didn’t understand the minutiae of various policies and often had to rely on industry experts to help them decide. This confusion bred distrust, which led to lower customer engagement compared to other industries.

As the internet boomed, businesses began moving their services and products online. It didn’t take long for customers to develop a preference for digital channels of communication. The insurance sector created web portals to keep pace with the competition, but this approach resulted in little innovation. Insurance companies had websites, but they failed to live up to customers’ expectations or meet their needs.

What Customers Want

To fix the problem, insurers need to know what customers expect on their websites. The following are some of the biggest influences on customer satisfaction and trust:

Ease of use. Customers don’t like filling out confusing forms. While paperwork is an unavoidable element of filing a claim or inquiring about a product, it should be a simple, easy-to-understand process.
Remove uncertainty. Customers hate not knowing what to expect regarding their claims or inquiries. They want to know when someone will contact them or what they can do in the interim to expedite the process.
Targeted advice. Customers want access to all the relevant information before making an insurance purchase. While they prefer self-service options, they want relevant information to help guide their choice as well. They also want quick and easy access to a representative to ask questions about their policy or claim. Implementing a text or chat service can help achieve this goal.

Customers want several communication channels to engage with their insurance provider. Some may prefer speaking over the phone, while others may prefer digital channels. However, email and web portals are often too slow for urgent questions. Giving customers the option to text or chat with their insurance provider can provide timely answers, address concerns, and improve customers’ trust. To learn more about text and chat services, contact the experts at Actec.

4 Benefits of Nearshore Call Centers

Posted on

July 27th, 2020

Andrew

Many businesses are well aware of the benefits of a call center. For certain industries such as insurance, having a call center is a necessity to remain in business. Accidents rarely happen during business hours, and customers need to be able to file a claim when the loss occurs—not the following day when their insurance provider’s office opens. However, selecting the right kind of call center is critical to maintaining the company’s image as well as keeping customers happy.

Many people associate call centers with countries across the world, which is typically the case for offshore call centers. They may be based out of India, the Philippines, or many other international countries. Conversely, nearshore call centers are located in a similar geographic location to the business that hires them. Having a nearshore call center can reap the following benefits for businesses:

1. Familiarity with culture. For businesses in the US, nearshore often means Mexico, Canada, or nearby islands. One of the biggest benefits to this is that these locations often have cultural overlap with US customers. This eliminates the struggles between cultural barriers, which can facilitate better service.

2. Similar business hours. Nearshore call centers can offer extended business hours while still being reachable during a normal working day. For example, if a nearshore call center is three hours off from the business’ location, executives from both sides can find overlapping working hours to discuss business concerns.

3. Improved proximity. When a company needs to conduct training or hold business meetings at a nearshore call center, executives can travel to the call center with minimal hassle. While nearshore call centers are a short flight away, many offshore call centers require lengthy flights that consume several days. Shorter flights and similar time zones also mean less jet lag for these business trips.

4. Improved customer satisfaction. Many nearshore call centers only hire 100% bilingual employees to ensure there is no language barrier. However, given that a significant portion of the US speaks Spanish, having a bilingual nearshore call center based out of Mexico can help serve a wider range of customers. Having similar cultures helps in this area as well, as call center employees can better empathize with customers during a crisis.

Investing in a nearshore call center allows businesses to focus on their core skills rather than fielding customer phone calls. By freeing up that time, businesses can concentrate their attention and efforts on growing their company and improving their bottom line. Contact the experts at Actec to learn more about our nearshore call center solutions.

Number One Reason Why Customers Switch Insurance Companies

Posted on

November 4th, 2019

Andrew

Customer retention is a huge part of the financial stability equation for insurance providers. It costs significantly more money to acquire new customers than it does to retain existing accounts, but many insurers struggle to identify what is important to their current clients as well as pain points that influence them to find a new insurer.

What Do Policyholders Want?

Not much has changed on the playing field regarding what policyholders want from their providers, which leaves many insurers flummoxed on what needs modifying. However, customer expectations are significantly higher than in previous years due to a massive increase in technology. Researching rates, typical settlements, and more are easier than ever. Online reviews and mobile apps also play a critical role in how individuals choose their insurance providers.

However, the single most pivotal influencing factor on a customer’s loyalty is their claims experience. This explains why 30% of customers report they’re considering changing insurance companies in the coming year despite 93% describing themselves as satisfied with their current provider. What’s even more telling is that customers who filed a claim in the preceding two years reported they are twice as likely to switch providers. What’s intriguing is the claim outcome, good or bad, doesn’t play a role in their decision.

6 Key Claim Factors That Cause Customers to Defect

Because customers with positive claims outcomes are still more likely to switch insurance providers, insurers need to know what aspects of the claims process is driving the change. While the perceived fairness of the settlement will always top customers’ lists, insurers need to focus on the following to guarantee customer satisfaction during the claims process:

Speed of settlement
Transparency of the claims process and explanation of the next steps
Ease of communication with the insurer to receive an update at any time
Regular, timely updates without the customer reaching out first
Empathetic insurance representatives
Multiple communication methods to discuss the claim including phone, email, mobile app, etc.

The biggest takeaway is that the final outcome of the claim isn’t always what matters to customers. Even if they receive a settlement that makes them happy, customers will start shopping for new providers is the experience of the claims process is lacking.

If your insurance company is struggling with an outmoded claims process, Actec can help. Contact us to learn more about our full-cycle claim and incident reporting solutions.

Claim Reporting and Claim Management: Streamlining the Process

Posted on

August 3rd, 2019

Andrew

shutterstock_138016598 - Copy Improving claims management efficiency is a multi-pronged effort. It isn’t enough to streamline processes or hire the best people. Insurers also need to upgrade their technology and enhance communication efforts. By making the necessary changes, efficient insurance providers can gain an edge on the competition. Clients value swift claims resolutions with few hiccups. By processing claims swiftly and accurately, insurers can improve customer satisfaction, increase revenue, and lower costs.

Start with the People

Insurance agents are the first people customers will interact with during a claim. Finding the best candidate relies on several factors. These include:

At the very least, employees should have stellar qualifications. Unqualified employees can cause delays and make expensive errors.
Employees need to have the right attitude to manage claims and interact with customers. When a customer calls in to report an incident or to get an update on an open claim, they are likely to be in an emotional state. Employees need to be able to interact with customers in a pleasant, calming, and professional way.

Implement Good Processes and Technology

Establishing a solid claims process can help eliminate redundancy and unnecessary steps. The following is an example of a good workflow:

Create the claim
Verify the claim
Request corrections if necessary; verify again
Provide an expert review
Based on the review, reject and close the claim or resolve the claim
If the claim is to go to resolution, seek final approval from superiors
Close the claim

Insurers that implement a solid claims management process can then focus on improving the technology side of the claim. They can automate certain processes to streamline the entire experience. Today’s customers expect a certain level of speed and care that outdated legacy systems cannot provide.

Communication Is Key

Many customers report dissatisfaction with their experience because the claim took much longer than expected to resolve. While insurance providers cannot speed up certain processes, they can manage customers’ expectations. By utilizing effective communication, insurance agents can keep customers abreast of where the claim is in the process and how long it will take to reach a resolution.
If your insurance company is struggling with inefficient claims processes, Actec can help. Our Full-Cycle Claim and Incident Reporting Solutions provide improvements to first notice of loss (FNOL) and claims management. To learn more, contact us today.

Tips to Improve the Claims Process and Retain Customers

Posted on

June 13th, 2019

Andrew

smart devices While gaining new customers is vital to an insurance company’s success, retaining existing customers is more so. This is because it costs significantly more money to acquire a new customer than it does to retain one. If an insurer is experiencing a high volume of customer turnover, they may need to examine their claims process. The claim cycle is a vital part of the customer’s experience. By streamlining how customers file claims, insurers can improve customer satisfaction and retention.

Meet Customer Communication Expectations

Today’s customers want technological solutions to their insurance needs. This means an insurance company should offer communications through several channels including a website, a mobile app, and traditional methods of communication (e-mail, print, etc.). To remain competitive, insurers need to upgrade their system to allow customers to complete a variety of tasks from their phones or tablets. Some examples include:

First notice of loss (FNOL)
Updating policy information
Requesting information about new or existing policies
Communicating about open claims

Customers want a variety of electronic communication options. Insurance companies that fail to meet these expectations will lose their customers to more technologically advanced competitors.

Prompt and Accurate Claims Processing

Customers dislike complicated or lengthy claims processes. Improving communications and minimizing the amount of back and forth required to close a claim go a long way toward improving customer satisfaction. For example, if an insurance agent provides the wrong information or requests information from the customer several times, that customer will be unhappy with his or her experience. If this occurs every time the customer tries to make a claim, they will eventually find a new insurance provider.
Implementing an effective claims processing system can help insurance companies address any issues with how they resolve claims. Actec’s Full-Cycle Claim and Incident Reporting Solutions allows insurers to customize their entire claims process including FNOL intake, managing client and customer-specific questions and scripts, and much more. To learn more about improving how your company manages claims, contact us today.

Advantages of Domestic Call Centers

Posted on

June 11th, 2019

Andrew

Call centers provide the backbone to a wide variety of custom service operations throughout the world – from tech support and insurance claims to account management and even emergency response. Yet not all regions share the same languages, cultures, and styles of communication. Support from domestic call centers has proven more efficient and effective as there are fewer communication challenges due to the aforementioned reasons.

But the advantages of leveraging local and regional talent to support your organization in its call center apparatus extend far beyond improved communication – employing call center staff in communities where your customer reside helps them to relate to one another, creating a bond of trust and empathy that can be difficult to find in the internet age. Further, labor rights and job protections in the United States are far superior to those in most of the inexpensive developing nations commonly used in call center outsourcing. This makes domestic call center staffing both practical and ethical.

When retaining call center services for your organization, think about the importance of your client relationships and brand integrity. Opting for domestic call centers says as much about your intentions as an organization as it does about the quality of the services you provide. To learn more about call center operations, outsourcing, and the advantages of domestic call centers, contact us.