Insurance Contact Centres and their agents have a pivotal role in shaping customer experiences and influencing brand perception. The challenges of high attrition rates, stressful working conditions, and operational inefficiencies can be addressed through the adoption of omnichannel, automation and AI technologies.
As the insurance industry continues to evolve, focusing on optimising Contact Centre operations can contribute significantly to reducing costs, driving sales growth, and ultimately fostering positive experiences for both customers and agents.
How we can help you to optimise your insurance Contact Centre
In an age where 76% of people don’t want to speak to an agent for simple service tasks – like signing up for a new insurer or checking their premium – an omnichannel approach is essential.
Personalised Service
Increasing levels of personalisation more aligned to the individual needs and values of customers is pivotal to the delivery of enhanced CX in insurance Contact Centres. By aligning products to customers’ ethics and values, insurers have the potential to become a valued part of consumers lives.
An omnichannel offering is a must here – providing customers with the flexibility of choice over when and how they contact their provider.
Technology is the enabler
Many providers are reliant on legacy infrastructure, which creates limitations on both the ability to scale and embrace newer forms of technology. The most adaptable insurance providers have already begun to move contact centres permanently to the cloud to support growth and meet changing customer expectations.
Cloud Contact Centre services provide a gateway to greater flexibility, reliability and consistency.
The cost of agent-handled ID&V is £2.19bn per year
Stay ahead of the storm
Rather than treating surge events in the insurance industry as isolated incidents needing unique strategies, incorporating practices like strong ID&V, digital journeys, proactive customer engagement, and analytics should become standard procedure.
Embracing these practices strategically will keep the industry ahead of the curve, align with evolving customer needs, and foster resilience amid insurance industry uncertainties.
From attrition to retention
Insurance Contact Centre agent attrition reached 38% in 2021, which represents a significant cost for insurers due to the constant need for recruitment and training.
Given their pivotal role in nurturing customer relationships, there is a compelling case for insurers to invest in productivity and engagement by equipping their agents with the tools and support they need to deliver exceptional customer experiences.
In 45% of inbound calls, almost a third of the call is spent navigating between screens and applications
Security & compliance
Having a secure environment will mean you tick many of the compliance boxes, as well as creating a great service for your customers.
The savvy use of intelligent technology such as speech and text analytics and automated quality monitoring helps insurers to stay compliant across 100% of voice and digital interactions.
The use of AI in insurance will rise 31% by 2026
Using AI to insure a great customer experience
Ageas enhanced its customer choice by introducing AI and voice bot options to support customers with straightforward queries, whilst maintaining the availability of Contact Centre agents for complex inquiries. The delivery saw an overall reduction of 40-45 seconds per fully-verified call.
Resources
Report
UK Contact Centre Verticals: Insurance
This ContactBabel report looks at the structure, growth, technology, HR and commercial issues found in Contact Centres within the UK insurance sector.
Report
Altus Insurance Capability Framework
The Altus Insurance Capability Framework summarises the core capabilities of our expertise in the Insurance industry, and highlights where we fit within its model.
eBook
The Core Elements of Exceptional Customer Contact
In this eBook, we delve into the core elements of exceptional customer contact, drawing on best practices for turning your Contact Centre into a centre of CX excellence.
Press Release
The Green Insurer selects IPI to deliver omnichannel strategy
New ethical insurance company partners with IPI to deliver omnichannel strategy as it launches into the UK market.
Article
Customer Experience Trends in 2024
This article delves into the three prominent trends shaping the CX landscape in financial services this year.
Blog
How insurers can improve CX amid sky rocketing complaints
In this blog, we take a closer look at how insurers, through a savvy use of technology within contact centres, can reduce complaints through improving the customer experience.
Case Study
IPI facilitates Europa’s rapid transformation to Genesys Cloud
Within just a week, IPI moved Europa Group’s contact centre to the Genesys Cloud, with all agents trained and ready to work from home on the new system.
Blog
Understanding your customers and recognising vulenrability
Following the FCA’s Consumer Duty and Ofsted’s new customer support regulation, this article takes a look at how organisations can kick-start a programme of change focused around the customer and better identifying vulnerabilities.
Brochure
IPI & Genesys
Choose IPI and your business is in safe hands. Powered by Genesys Cloud CX – the industry’s #1 cloud CX platform – you get an all-in-one, omnichannel Contact Centre and employee collaboration solution with advanced routing, real-time reporting and analytics.
Contact us to find out more
Latest updates
News
IPI climbs to #18 on the Best Companies to Work For list for 2024, showcasing exceptional workplace culture, employee engagement, and a commitment to people-first values.
Blog
Understand how retailers can meet the needs of the experience centric customer by embracing digital, social listening and AI.
Upcoming Event
4th February, 2025
Designed to help you sharpen your focus on the latest trends, technologies, and challenges reshaping the Contact Centre industry. Through a wide-angle lens, we’ll explore how AI and cutting-edge innovations are reframing customer interactions, empowering your Contact Centre to capture success from every angle.
