Rapid market consolidation has resulted in the increased need for insurance companies to ensure they build and retain close relationships with their customers.
Today's insurance industry faces a number of challenges - pressures from market conditions, the need to maintain and grow market share and to establish a meaningful brand identity, and new, more nimble entrants to the market that are breaking down traditional barriers found in 'brick and mortar' insurance firms.
Rapid market consolidation has resulted in the increased need for players in this industry to ensure they build and retain close relationships with their most profitable customers. This is important not only to prevent them from taking their business elsewhere, but also to ensure that they are offered products and services that are the most appropriate and the most likely to result in new revenue for the insurer. Whether interacting with an agent or with a company representative, customers expect quick access to information, correct responses to their queries, and communication through a channel of her / his choice.
- Brand value
- Differentiated customer service
- Customer retention and acquisition
- Customer expectations vs. organizational perception
- Customer share
- Revenue generation
- Call process analysis
- Changing technology
- No more 'brick and mortar' insurance firms
- Non availability of data
Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ SELF-SERVICE SOLUTIONS
Self-service solutions such as general enquiries, product enquiries, claim filling and processing, online billing information systems, and Speech-based systems enable organizations to provide customers 24x7 access to information.
⇢ INBOUND INTERACTION MANAGEMENT SOLUTIONS
Giving end customers voice and online options to carry out transactions, make payments and avail other banking services.
⇢ OUTBOUND INTERACTION MANAGEMENT SOLUTIONS
Market that new insurance product or send in policy updates or payment reminders with our outbound abilities.
⇢ AGENT PRODUCTIVITY - COMPUTER TELEPHONY INTEGRATION (CTI)
This intelligent integration of computer and telephone helps enhance customer experience by enabling screen pops, call and screen transfers and report generation. This helps in agents receiving customer history related to past transactions, policy details, policy payment information and other required data.
⇢ QUALITY MONITORING SOLUTIONS
Voice Loggers to help you eliminate manual monitoring of agent calls.
⇢ WORKFORCE MANAGEMENT SOLUTIONS
Solutions for flexible and efficient staffing which will help in managing scheduling of agents during busy hours.