The customer service model for the insurance industry has continued to evolve over the last decade, from a model where customers had limited interaction with their insurance carrier for service related inquiries, to one where the carrier has become an integral part of the service equation.
As this model evolved, carriers began to see the need to develop contact centers to better serve their customers in a more efficient fashion.
To understand the impact these contact centers have on a carrier’s operation, Ward Group conducted a survey of these operations at US based insurance carriers during the fourth quarter of 2014.
The objectives of the study were as follows:
- Compare and contrast contact center business practices across various benchmarks.
- Identify if differences in business practices have impact on staffing levels and employee productivity.
- Analyze productivity metrics across benchmarks for phone, email, and chat.
- Analyze expense levels and drivers.
- Identify changes in strategy from the 2011 version of this survey.
Table of Contents
- Benchmark Groups
- Executive Summary
- Profile of Participants
- Contact Center Management
- Contact Center Operations
- Contact Frequency
- Workforce Management
- Contact Center Expense
- Performance Metrics
- Service Capabilities
- Customer Satisfaction
- Sales/Service Delivery
- Interactive Voice Response (IVR) System
Appendix: Detailed Study Results
Profile of Participants
A diverse group of 39 insurance carriers participated in the study. In order to maintain the confidentiality of the data, the names of the participants have not been disclosed.