Why do insurance companies outsource their call center to agencies? What are the pros and cons of outsourcing an insurance center to an agency? And what are the main challenges you will face when outsourcing your policyholders' calls to an agent? Managing insurance policies, reviewing and resolving claims and taking care of other insurance claims while engaging in telephone calls can severely hamper your productivity as an insurance provider.
If your insurance company has grown so much that the number of calls, text messages and emails you have to answer in one day seems overwhelming and begins to be a distraction and an obstacle to your continued productivity, then it's time to try outsourcing of call center.
Getting an insurance center is a fairly cost effective way to manage your customers' needs and requirements. You can consider hiring more staff and adding your staff to meet your customer service. But by outsourcing an insurance agency, you save worries and costs.
Call center agencies have been developed. They are no longer limited to the conventional answering system. Most call center agencies also respond to text messages, emails and even social media.
To make the right choice when outsourcing an insurance service center, there are some things you need to keep in mind. It is important to note that your call center plays an important role in the growth and success of your insurance company as much as other businesses do.
Therefore, you do not want to outsource your insurance center to just any call center agency. . You need to closely monitor potential call center agencies and make sure they meet your company's standards.
Before we go through what features and qualities a call center agency should have before they are worth outsourcing to your insurance center, let's discuss some of the benefits of outsourcing your insurance call
5 Benefits of Outsourcing Your Insurance Call Center
1. Saves cost
It saves your business a lot of money because outsourcing your call center prevents you from having to hire more staff to handle your calls. Your insurance call handling is not the only insurance service you can outsource without saving costs.
2. Extended service hours
Outsourcing your call center to an agency often guarantees a longer number of hours. Most insurance centers offer service around the clock, 365 days a year. This allows your customers to call in at any time.
3. Improved call quality
An insurance call center is only expected to employ experts and professionals who understand how the insurance industry works and is skilled in customer service. This is important so that your customers can have their complaints resolved and questions answered.
Improved call and answer quality can help your insurance company achieve customer satisfaction, which ultimately translates into loyal customers.
4. Saves time
Setting up your call center saves time and gives you the freedom to focus on more profitable businesses that will directly improve your company's productivity. Outsourcing your calls makes it easier for you to process claims in the fastest possible time.
5. Improved Call Center Attention
The challenge of keeping the customer on hold because other customer service representatives are busy is eliminated when outsourcing to insurance agents. You do not have to keep your customers waiting because agents provide better and faster attention in call centers.
To see how important it is to outsource a call center agency, here are some things to keep in mind before testing call center outsourcing.
What to look out for when outsourcing your insurance center to an agency
There are millions of call center agencies in the world today. As an insurer, you should be on the lookout for insurance centers near you that are ready to rent and not just any call handling agency. There are different call center agencies and they perform different functions in different industries. Their job responsibilities differ.
There are also some dedicated agencies among insurance centers. For example, there are life insurance agencies that are dedicated to serving life insurance companies. There are also call center agencies for health insurance that you can outsource if you run a health insurance company.
For each insurance company, there is a specific call center agency to outsource. The conclusion is that there are no general call center agencies. Call center agencies perform industry-specific tasks. Before you set up your call center, find out which industry the agency has expertise in.
Make sure the call center agent's expertise matches your business needs.
2. Services Provided by the Agency
There are two types of services that each call center agency is expected to provide. They are:
1. Incoming services
2. Outgoing services
The nature of the incoming services is such that the call center agency answers customer questions, answers their complaints and often provides technical support. This is another reason why it is important to assess the expertise of a call center agency before outsourcing.
Before you set up an insurance service center, make sure they understand how the insurance industry works, what type of insurance your company offers, the technical aspects associated with filing and settling claims, among others.
The second type of service called outbound services includes caller ID, compilation of survey data, and other lead generation activities.
Your insurance company's needs will influence your decision to choose an insurance office center that you want to outsource. Do not settle for random with a call center agency. Make sure their services both incoming and outgoing perfectly match your business needs.
3. Value for money
The essence of outsourcing a call center for insurance agents is to save costs. You should not break the bank when trying to set up an insurance contact center. The process should be cost effective and affordable for your business.
Once you have checked that the agency meets the service requirements for your insurance company, check if your company meets the agency's cost requirements. A yardstick for measuring the cost-effectiveness of outsourcing an insurance agency is that the cost is much lower than hiring additional staff.
4. Personnel recruitment process
How the insurance agency recruits its staff is an indicator of the type of services they provide. Get a detailed description of the recruitment process that a call center agency assumes to make sure you work with experienced professionals.
One of the responsibilities of a call center agency is reporting. They should provide summary reports on total answered calls, time spent on active calls, time to log in and log out of the session, rest time which is the time waiting for calls and end time.
Even if you outsource the call center, they do not act outside your guidance. Learn how the insurance agency conducts reporting and summary. It must be detailed, appropriate and timely.
Above all, outsourcing your call handling to an insurance center will speed up your work process and radically improve your productivity, which would definitely increase your profits.
We are sure this article will help you if you are looking for a guide on how to open an insurance call center.