12/14/2017. a U.S. Insurance Carriers Perspective.

Transcription

1 a U.S. Insurance Carriers Perspective. 1

2 Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Gartner s Customer Service Leadership Council research. Competitive products are the same. Insurance is not exempted from this perception. When the sales model is tried and true and retention and net promoter are the focus, successful companies focus on driving loyalty. 2

3 Measure of Customer Loyalty Customer continues to use our product Customer buys more of our products Customer says good things about us What many companies believe drives loyalty... Delighting customers will increase loyalty E.g.; Birthday cards, discounts, add-ons, etc. What the research tells us 96% of customers with a high effort service interaction are more disloyal, compared to 9% with low effort interactions. 67% of customers with a high effort service interaction will not promote your company, compared to 4% with low effort interactions. The true test of loyalty is when something goes wrong. After purchase, why do customers contact us? 3

4 The most common term used by customers when asked about contacting a Service Center. Hassle This is going to be a hassle. What is the problem? 4

5 Customers today want you to know their needs when before they call. have seemingly endless venues to publicly complain. want an immediate resolution. Building Loyalty With Low Effort 1) Focus on first call resolution 2) Self service options and multi channel operations 3) Availability-be there when they need you 4) Measure performance and Engage your employees 5

6 First Call Resolution Create full-service centers Empower the front line P&C licensed agents Customer Service Reference Site Leverage technology Effective call routing Interactive Voice Recognition Integrated telephony & native programs Streamline workflows and customer facing communication. First Call Resolution 6

7 Self Service and Multi Channel Self service payments and First Notice of Loss (FNOL) Document generation and inquiry via Web and Mobile app Phone, web chat and , Call Me Now, SMS, social media, and call back capabilities Availability Workforce Management and Reporting 91% Service Level Maintain appropriate hours of operation (open Call Center 120 hours/week) Establish 24-7 self service access for integral functions Business redundancy/resumption Phone and Web Voice of Customer 7

8 Measure Performance and Engage Your Employees Establish key performance metrics Speech Analytics Utilize metrics to drive performance- career progression/dynamic scheduling Quality Assurance and Training role Employee Engagement-Customers know when your employee is just going through the motions Engage Management Listen to employee voice Align reps with organizational goals Recognize and motivate the right behavior Staff for Low Customer Effort Service Centers must be very self reliant. Dedicated Training and Quality Assurance role. Dedicated role to analyze work load, work force, and perform scheduling duties. Manager of Technology and Support Quality Assurance and Training Coordinators Workforce Optimization and Reporting Specialists Management and technical support of telephony, IVR, QA, Call Recording, VOC, and native programs Liaisons to Business partners and technology Business Analysts 8

9 Staff for Low Customer Effort Great ideas only work if managed and implemented properly. Front line oversight; performance management, process adherence, hiring, and career development. Manager of Operations Supervisors Operations and Administration Soporte de primera línea como expertos en la materia, capacitación y manejo de escalamiento. Servicio completo de P & C agentes que pueden satisfacer las necesidades de los clientes. Team Leader CSR/CAR Making the Case for Low Effort Interactive Voice Recognition Software (IVR) Enables self service options by identifying the customer and providing access to account information and transactions via the telephone. Customer Service Reps handled over 70,000 payment calls in Shelter implemented the IVR technology in The customer has the option to speak to a CSR or pay through the IVR. CSRs handled 47,000 payment calls in 2016 and today nearly 43% of our payments renew through the IVR with an ROI of $600,000. 9

10 Cuántas horas a la semana abre su centro de llamadas? How many hours per week is your call center open? horas / hours horas / hours 3. Más de 84 horas / More than 84 hours 4.No tenemos un centro de llamadas / We don t have a call center 61 43% 25% 20% 13%

11 Cuáles son sus planes para operar un centro de servicio al cliente independiente? What are your companies plans for operating a stand alone customer service center? 1.Vamos a invertir en 1-3 años / Will invest in 1-3 years 2.Invertiremos en más de 3 años / Will invest in 3+ years 3.Actualmente tenemos uno / Currently have one 4.No hay planes futuros en este momento / No future plans at this time 48% 25% 25% 2% Ha invertido su empresa en la tecnología interactiva de reconocimiento de voz (IVR)? Has your company invested in IVR (interactive voice recognition) technology? 1.Actualmente estamos investigando / Currently 33% researching 2.Todavía no, pero lo haremos en el futuro cercano / Not yet but will in the near future 11% 3.Ya hemos hecho esta inversión / Already have made this investment 4.No hay planes para buscar IVR / No plans to pursue IVR 18 11% 44%