Contact Center Operations - 2010

Date:DEC 2010
Cost: $1500 Add to Cart

Ward Group conducted a survey of contact center operations and business practices to assist companies in measuring their performance in this important business function. This report presents the findings of an in-depth study of insurance contact center operations for both property-casualty and life-health insurance companies conducted in the December 2010 to February 2011 timeframe and focused on results for 2010. 

Table of Contents 

  • Overview
  • Profile of Participants
  • Executive Summary
Key Findings
  • Strategic Considerations
  • Contact Center Profile
  • Customer Satisfaction
  • Sales and Service Delivery
  • Contact Center Technology
  • Desktop Information Systems
  • IVR and DNIS Systems
  • Demand Planning
  • Workforce Management
  • New Hire Training
  • Continuing Education
  • Call Monitoring
  • Outsourcing and Facilities
  • Customer Service/Billing Metrics
  • Claims Metrics
  • Sales Metrics
  • IT Help Desk Metrics

Participant Profile

A diverse group of 21 insurance carriers from the United States and Canada participated in the study.  In order to maintain the confidentiality of the data, the names of the participants have not been disclosed.  Results are calculated using the total number of participant responses to each survey topic.

To further analyze the survey responses, benchmark groups were developed by size and distribution channel. A complete benchmarking comparison by benchmark group is provided in the appendix.

The study looked at the contact center operations of 4 business units; Sales, Customer Service/Billing, Claims, and IT Help Desk. The participants reported a mean of 2.4 contact centers per company and the centers were operating for an average of 12 years.


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