Recorded Conversations Provide Insurance for Call Centers

One of the duties of the insurance business is to help customers protect themselves from liability claims, and the high costs associated with them.

But as we accept that responsibility, we also need to protect ourselves as well, particularly at the contact center. Let’s face it – no matter how carefully you select your agents, or how satisfied customers are with your company’s policies and service, disputes are still inevitable.

When this happens, having a recording of the conversation between agent and customer will be invaluable. And it’s not just enough to have it – you should also have the ability to locate and retrieve specific customer interactions, not just to settle disputes but as a way to improve the quality and performance of your insurance call center.

This can be easily achieved through call tagging, a capability that should be incorporated into a call recording or workforce management solution.

Tags are like bookmarks – they designate certain calls by whatever criteria the agent or manager chooses. Typical tags might be dates, times, phone numbers, customer reference or case numbers; at insurance call centers, tags can be used to track disputed claims, late payments or customers with lapsed policies.

More than one tag can be applied to a call, and an efficient WFM system will allow managers to combine categories for more specific search results. For instance, if a manager wanted to access how a new agent handled disputed claims, he or she should be able to have the system access those types of calls from that specific agent so they can be reviewed all at once.

Tags can also help an insurance contact center improve KPIs. If average handle time is becoming an issue, have the system collect all of the calls that lasted more than 10 minutes. That may reveal some potential changes in procedure that will expedite those conversations.

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