Improving the customer experience is a primary focus for nearly every insurance company. In an evolving marketplace, service capabilities and delivery play a significant role in that customer experience. This survey focused on how insurance carriers deliver customer service, from technology infrastructure to front-line service interactions. The survey expanded upon the Contact Center Operations Survey conducted by Ward Group in March 2015.
Table of Contents
Service Delivery Technology Platform
Customer Relationship Management Systems
Enhanced Service Delivery
Work From Home Offerings
Appendix: Detailed Study Results
A diverse group of 50 insurance carriers participated in the survey. Results were calculated using the total number of participant responses to each survey topic.
To further analyze the survey responses, benchmark groups were developed by performance and size. A complete benchmarking comparison by benchmark group is provided in the appendix. The following briefly summarizes the primary benchmark groups used for the study:
Other benchmarks may have been used when appropriate to identify the impact of business decisions on results.