5 Reasons Why You Need to Outsource Your Call Center

Posted on

August 24th, 2020

Customer service is a significant element of any business regardless of industry. Providing superior customer service can help improve customer satisfaction, referrals, and a business’ bottom line. However, it’s not fiscally practical to have a full-time team of employees to handle all of these calls. Many customers call outside of normal business operations as well, which further complicates the issue. To address these challenges, many companies of all sizes are looking to call centers as a solution.

The following are some of the best advantages of hiring a call center:

Reduced costs. Businesses can utilize call centers to handle all of their calls 24/7. To pay a full-time team of employees to work on-call is often astronomical in comparison.
Better use of time. Not all businesses can afford or need a full-time employee to handle customer service calls. As a result, team members in various departments often rotate who handles incoming calls. By diverting customer service calls to a call center, those employees can focus on their primary job without interruptions.
Around the clock service. Many call centers offer their services 24 hours a day or extended well outside of usual business hours all year round. This is particularly useful for industries like the insurance sector whose clients may require customer service at unusual hours following an accident or loss.
Superior quality of service. Call center employees receive training on how to provide excellent customer service. They are able to provide knowledgeable answers to customers’ questions and concerns while remaining polite and professional.
Actionable reports and data. Many call centers monitor calls to ensure the quality and for training purposes. They can use these reports to improve their employees’ skills as well as provide insights to the company on common pain points for customers.

Call centers can improve customer satisfaction, reduce business costs, and boost productivity. Opting for a nearshore call center can amplify these benefits. Nearshore call center employees are located in a similar geographic location, which eliminates cultural barriers. Contact the experts at Actec to learn how our nearshore call centers can help lower your costs, improve the customer experience, and more.

4 Ways Chat Support Builds Trust in the Insurance Sector

Posted on

August 10th, 2020

Andrew

Today’s customers have a significantly different approach to purchasing insurance than customers a decade ago did. They’re more likely to shop around online and they expect superior customer service and products. They also place a premium on transparency, which has forced many insurance carriers to overhaul their processes to remain competitive.

One of the simplest methods insurance providers can take to build a positive rapport with their customers is to implement chat support. Having the ability to receive customer support through text or chat programs can provide the following benefits:

Provide faster solutions. Customers who need help understanding their policy or a claim don’t have the patience to navigate a confusing website or phone tree. They need to find the answers to their questions quickly to gain peace of mind or resolve an unpleasant situation. Having access to chat support can provide timely information and superior service.
Improves transparency. Many phone trees inform customers that the insurance provider records calls to improve customer service. However, it’s not often clear how those calls help the customer, particularly if they have to repeat themselves every time they call in about a claim. With a chat service, the insurance provider has a text log of the conversation. Providing customers with this exchange via email or their customer portal enhances transparency efforts and improves trust.
Decreases average handling time. Chat support programs often allow customers and insurance representatives to upload images or screen share. This cuts down on confusion and can allow chat support to resolve a customer’s questions faster as visual aids are usually easier to understand than verbal instructions.
Suggest relevant or complementary products. The average customer has a basic understanding of their insurance needs, but they may not be aware of risks and coverage gaps in their existing policies. Having chat support can allow insurance representatives to suggest different policies or additional coverage options based on the customer’s existing products and questions. For example, a customer may inquire if their renters’ policy covers jewelry loss due to a covered peril. While many policies do offer coverage for jewelry, it often caps at a certain dollar value. As a result, many insurance companies offer separate policies for valuable property such as engagement rings. These policies are usually inexpensive and providing customers with information can help them make informed decisions regarding their insurance.

Chat support is a rapid, effective means to assist customers as well as build better relationships with them. Contact the experts at Actec to learn more about implementing chat support.

4 Benefits of Nearshore Call Centers

Posted on

July 27th, 2020

Andrew

Many businesses are well aware of the benefits of a call center. For certain industries such as insurance, having a call center is a necessity to remain in business. Accidents rarely happen during business hours, and customers need to be able to file a claim when the loss occurs—not the following day when their insurance provider’s office opens. However, selecting the right kind of call center is critical to maintaining the company’s image as well as keeping customers happy.

Many people associate call centers with countries across the world, which is typically the case for offshore call centers. They may be based out of India, the Philippines, or many other international countries. Conversely, nearshore call centers are located in a similar geographic location to the business that hires them. Having a nearshore call center can reap the following benefits for businesses:

1. Familiarity with culture. For businesses in the US, nearshore often means Mexico, Canada, or nearby islands. One of the biggest benefits to this is that these locations often have cultural overlap with US customers. This eliminates the struggles between cultural barriers, which can facilitate better service.

2. Similar business hours. Nearshore call centers can offer extended business hours while still being reachable during a normal working day. For example, if a nearshore call center is three hours off from the business’ location, executives from both sides can find overlapping working hours to discuss business concerns.

3. Improved proximity. When a company needs to conduct training or hold business meetings at a nearshore call center, executives can travel to the call center with minimal hassle. While nearshore call centers are a short flight away, many offshore call centers require lengthy flights that consume several days. Shorter flights and similar time zones also mean less jet lag for these business trips.

4. Improved customer satisfaction. Many nearshore call centers only hire 100% bilingual employees to ensure there is no language barrier. However, given that a significant portion of the US speaks Spanish, having a bilingual nearshore call center based out of Mexico can help serve a wider range of customers. Having similar cultures helps in this area as well, as call center employees can better empathize with customers during a crisis.

Investing in a nearshore call center allows businesses to focus on their core skills rather than fielding customer phone calls. By freeing up that time, businesses can concentrate their attention and efforts on growing their company and improving their bottom line. Contact the experts at Actec to learn more about our nearshore call center solutions.

How to Offer Superior First Notice of Loss Support

Posted on

July 6th, 2020

Andrew

When a customer first contacts their insurance provider to report an accident, theft, or other covered incident, they’re initiating first notice of loss (FNOL). Most insurance carriers know that FNOL is critical to securing customer satisfaction. However, insureds are often upset when they begin FNOL as they’ve just experienced a loss so their tolerance for mistakes or delays is low. Inefficient processes, clunky communication, and data intake errors will further upset them as well as lower customer approval and erode loyalty.

Thankfully, insurance providers can take the following steps to improve FNOL and customer satisfaction:

Identify workflow bottlenecks. One of the most common customer complaints regarding their insurance company is a delay in claims processing. Whether the adjuster is missing critical information, the claim requires a specialized adjuster, or there are documentation errors, delays can derail customer satisfaction. Finding common headache sources during FNOL and rectifying them can keep customers happy.
Provide options for FNOL. When an insured needs to report a loss, they don’t want to jump through several hoops to get to the right person. Providing several options for reporting FNOL allows insured customers to initiate FNOL when, where, and how they prefer. This means offering intake options via telephone, a web portal, text messaging, etc.
Engage with customers digitally. Even with optimized claim intake processes, insurers may require more information than they captured during FNOL. Sending missing information alerts via text messaging allows customers to provide the information quickly and keeps the claim on track. Digital channels of communication such as chat support improve transparency as well as customers can receive updates on their claim status, settlements, and more.

Implementing chat and text functionality is of particular benefit to insurance carriers. It creates a new channel for claims intake while providing superior service to insured customers experiencing a loss. Chat support can also answer common questions regarding claims, which allows insurance adjusters to focus on processing claims faster.

If your FNOL process is creating more headaches than its solving, Actec can help. Contact us to learn more about enhancing FNOL, implementing new communication channels, and improving claims management.

Are Your Call Centers Improving FNOL or Hurting Customer Retention?

Posted on

June 15th, 2020

Andrew

It’s a well-known industry fact that first notice of loss (FNOL) is the single greatest opportunity to secure customer satisfaction during a claim. It’s also often a distressing time for the customer as they are reporting a loss. With emotions running high, a lackluster or poor FNOL experience can stain a customer’s perception of and loyalty to his or her insurance provider.

Uncontrollable elements also affect FNOL, such as the time the loss occurs. Accidents, thefts, and other damages don’t always occur during normal business hours. In order to offer customers around the clock service, many insurers invest in call centers. This gives them the ability to offer assistance to insureds whenever their loss may occur as well as handle a large volume of calls to prevent delays. However, many of these call centers operate through offshore channels. While offshore call centers typically come with a lower price tag, they also include several hassles that can damage customer satisfaction and retention.

The Benefits of Nearshore Call Centers

Nearshore call centers share many similarities with offshore options with a few key differences. Nearshore call centers still offer 24/7 service all year round, but the intake agents work in much closer proximity to the insurer than many traditional offshore entities. Because these agents are in a similar or closer time zone, communication with the insurer is much easier and faster. This expedites the claims process, allowing insurers to begin the next steps on a shorter timeline. It’s also easier to guarantee the quality of customer service.

Actec’s Nearshore Contact Center Solution

Customers need to have the ability to file claims whenever they occur. Following a loss, many customers will only have access to their phones. This likely means they will initiate FNOL through their insurer’s call center. Actec understands customers expect a hassle-free experience and having a high-quality call center contributes enormously toward that outcome.

Actec’s nearshore call center operates 100% through US-based phone systems and any recorded data remains within the US. In addition to adhering to stringent IT standards, our nearshore facilities are also PCI compliant. We strive to provide secure, high-quality call center services that offer scalability to keep pace with your company as it grows. To learn more about improving the call center experience at an affordable rate, contact the experts at Actec.

Artificial Intelligence Improves Customer Satisfaction

Posted on

May 25th, 2020

Andrew

As technology improved over the past several years, the concept of filing insurance claims online shifted from a bonus to an expectation. Customers want to be able to initiate a claim from wherever they happen to be with whatever device is at their disposal. While many insurance providers kept pace with this demand by offering client portals and online apps, customer expectations have shifted yet again.

Insureds now require seamless communication with their carrier as well as services personalized to their lifestyles and needs. They also place a premium on rapid claims resolutions and settlements. Thanks to advances in artificial technology (AI) and machine learning, these goals are much easier to achieve.

AI can improve customer satisfaction in the following ways:

Create insurance options in line with needs. AI’s single most powerful capability is gathering data and parsing it for commonalities, red flags, trends, etc. Harnessing data from the natural workflow of the insurance industry can provide insights on customer preferences based on their habits as well as their stage in life (i.e. homeowners, growing families, travel-oriented customers, etc.). AI can even determine the best time and method to offer these products as some consumers may prefer email communication while others would rather communicate via text message.
Improve communication regarding purchased products. AI can provide basic customer service as chatbots either online or over the phone. Many customers have routine questions regarding their coverage that the bot can answer quickly to free up insurance representatives’ time as well as reduce wait times for customers. These bots can also often provide basic counseling regarding existing products and potentially offer recommendations for additional products that may meet the customer’s needs better.
Reduce fraud. Insurance fraud doesn’t just cost carriers money in misrepresented claims and settlements. Those claims also take up valuable time and drive up the costs of insurance for other customers as well. By utilizing AI during insurance claims, the technology can recognize voice patterns that indicate deception and flag the case for further review. AI can also analyze data and identify trends that are typical of fraudulent claims and flag those files as well.
Settle claims faster. Most insurance claims require a lot of documentation, some of which many insurers still perform by hand. By digitizing typical forms and paperwork, AI can eliminate the manual filing of forms and documents. This allows insurance agents to close more claims in less time.

By harnessing the power of data, insurance companies can enhance their workflow, boost efficiency, and improve customer satisfaction. To learn more about claim and document management technology, contact the experts at Actec.

First Notice of Loss: Reducing Claim Severity

Posted on

May 11th, 2020

Andrew

First Notice of Loss (FNOL) is the single greatest opportunity an insurance provider has to establish good

customer satisfaction. If the FNOL process is clunky, stressful, or in any way frustrating when the insured is already in an agitated state, it’s very difficult to regain their confidence. However, much of the problem lies with when an insured initiates FNOL. Few opt to report a loss at the scene of an accident often because the accident rattled them or they aren’t sure who’s at fault.

Capturing On-the-Scene FNOL Data

When an insured begins FNOL from the scene of the loss, it allows the insurance provider to take immediate steps to begin the repair process. They can dispatch a tow truck and coordinate a direct delivery to a repair facility. This reduces the overall time it takes to close the claim as well as reduces expenses related to retrieving inoperable vehicles on the insured’s behalf.

Of course, this is reliant upon the insured initiating FNOL immediately after an accident. While insurance carriers can’t control the insured’s behavior, they can utilize FNOL automation technology and vehicle telematics from in-vehicle sensors to detect that an accident occurred before the insured places the call to their insurance provider. Whether through on-board diagnostic devices, data from connected vehicles, or relying on smartphone sensors, insurance carriers have a number of options for detecting accidents and getting ahead of a claim.

Reducing Fraud During FNOL

Telematics can be particularly helpful as the data can provide details the insured may not remember following an accident such as the exact time and location of the crash. Having these details within the hour of a loss is also an effective means of reducing fraud. Details can become sketchy or incomplete the longer an insured waits to report an accident and telematics eliminates several areas of ambiguity.

FNOL is a critical moment during any claim for both the insured and their provider. When managed swiftly and efficiently, insurance providers can reduce claim costs while improving customer satisfaction and loyalty. To learn more about improving claim intake and management, contact the experts at Actec.

How to Leverage Data to Improve Claims Processing

Posted on

April 20th, 2020

Andrew

Insurance companies don’t often have frequent communication with their clients until a claim arises. While most insureds are fine with this limited interaction, how their insurance providers handle claims is the single most meaningful and telling interaction they have. If an insurance company mishandles the claim or fails to bring it to a satisfactory resolution quickly, they run the risk of losing a customer.

What Claimants Want

High-quality claims processes have three things in common: they’re fast, they’re efficient, and they’re transparent. Customers are no longer willing to accept vague or murky answers regarding where their claim is in the process. They also expect an error-free claim to receive their settlement quickly. Delays, mistakes, or confusion all cause insureds to reconsider their insurance provider.

Better data and automation can help insurance providers streamline their claims processes. The following are some of the ways insurance providers can utilize data:

Automatic first notice of loss (FNOL). First notice of loss occurs when the insured first reports the incident to their insurance provider. However, many vehicles come equipped with telematics that can detect accidents and injuries. While some vehicles will dial emergency services in the event of an accident, insurance providers can use this same technology to trigger a claim on the insured’s behalf. Vehicle sensors and video imagery can give insurance companies an idea of the extent of the damage to make sure the most relevant adjuster receives the claim.
Drones and satellite imagery. Similar to using vehicle telematics to initiate FNOL for car accidents, insurance companies can pull data from drones and satellites following major storms to identify damage to the insured person’s property. When the customer calls to report the loss, their provider can already be several steps into the claim to expedite the process and improve the insured’s experience during a stressful time.
Greater accuracy on repair timelines. When insureds file a claim for a vehicle loss or property damage, the first question on their minds is how long it will take to fix so they can resume their lives as usual. Insurers can pull from historical data to see how long certain repairs will take based on the type of damage or loss the insured reports.
Reduce fraud. Fraudulent claims increase costs, which increase premiums for all customers. By harnessing data from social media, insurers can identify fraudulent claims. Utilizing AI can also red flag cases that score high for fraudulent behavior.

Most insured don’t think about their insurance provider until they need to make a claim. How smoothly and quickly that claim processes play a significant role in customer satisfaction and retention. If your claims processes are frustrating customers or costing your insurance company business, Actec can help. Contact us to learn more about improving claims management.

How Will COVID-19 Affect Insurance Claims?

Posted on

April 13th, 2020

Andrew

So long as policyholders are up to date on their insurance, their coverage remains in effect. However, with the novel coronavirus, business as usual has taken on a drastically different meaning. Processing insurance claims requires greater connectivity and technological solutions than ever given the social distancing protocols recommended by the CDC.

Expect a Surge in Virtual Claims

Mobile apps and online dashboard are nothing new for many insurance providers. However, few are fully equipped to manage the entire claims process through the customer’s smartphone uploads. While touchless claims have been gaining in popularity, it’s been slow to implement for many carriers. Facing the realities of social distancing, many insurance providers are going to need to play catch up to allow customers to submit claims in a timely manner as well as receive fair compensation.

Some examples of how to implement virtual claims include:

Allowing customers to submit pictures from their phone to the mobile app
Allowing customers to take video footage to provide a closer look at damages related to their claim
Submitting police reports via the mobile app

For smaller claims, it’s possible that the customer can provide the appropriate photo or video documentation to assess the claim, identify the appropriate vendors or service providers to address any damages, and pay out applicable settlements.

What Insurance Providers are Doing to Help Clients Affected by COVID-19

Many insurers are taking steps to help relieve the pressure COVID-19 has put on many individuals and businesses. Some examples of the steps they’ve taken include:

Keeping policies active despite non-payment due to epidemic-related job loss
Establishing payment plans to reduce monthly statements for individuals who can’t make full payments due to the coronavirus
Allowing insurance employees to work remotely to prevent the spread of COVID-19 while still providing services to customers
Keeping call centers fully operational

Policyholders have high expectations of their insurance providers. A bad claims experience can lose customers, particularly during an already difficult time. Contact the experts at Actec to learn how we can help your insurance business improve claims management.

4 Things Insurance Companies Struggle to Do Well

Posted on

March 23rd, 2020

Andrew

Insurance is one of those expenses that seem burdensome up until the policyholder needs to make a claim. Whether the individual is in a car accident, experiences a loss due to flood damage, or any other covered incident, insurance becomes indispensable. However, there are many pain points for customers when it comes to their insurance providers. If insurers don’t take steps to rectify these issues, they may find their customers leaving in search of better insurance options.

The biggest areas where many insurance providers fall short include:

Meeting young clients’ expectations. Millennials are more likely than other generations to shop around for a new insurance provider following a dissatisfying interaction. They expect emails or text updates about the status of their claims. They also expect to be able to access their claim information from the convenience of their phone on an app.
Explaining insurance rates breakdown. Several factors affect insurance premiums. Insurance providers consider the type of car the customer drives as well as his or her age, gender, marital status, credit history, miles driven per year, and zip code before offering a rate. However, most insurers don’t explain how much weight they give to each category and this can make it difficult for insured customers to understand their premium or how to reduce it.
Explaining coverage. Insurance providers know the terms of their policies inside and out. However, many insurance representatives struggle to present insurance products and packages in a way that is easy to digest for the average customer. Insurance jargon can confuse or mislead customers regarding their coverage.
Processing claims correctly the first time around. Insurance companies want to resolve claims quickly just as much as the customer does, but several issues can trip them up in the process. Health insurance companies are notorious for claims processing errors. While claims processing has improved over the past decade, there are still a significant amount of denials. This leaves customers frustrated and drags out the settlement process.

The competition among insurance providers is fierce, as millennials have shown they have no qualms switching companies. One sour claim experience can result in the loss of a customer as well as any potential referrals that customer may have provided. To learn more about improving claim management, contact the experts at Actec.