Why would insurance companies outsource their call center to agencies? What are the pros and cons of outsourcing an insurance call center to an agency? And what are the main challenges you are likely to face when outsourcing your policyholder calls to an agent?
The growth of your insurance agency depends to a large extent on the quality of your customer service. Managing policies, reviewing and resolving claims, and attending to other insurance requests while answering phone calls can all hinder your productivity as an insurance policy provider.
If your insurance company has enjoyed growth so much that the number of calls, texts, and emails you have to answer in a day seems overwhelming and starts to distract and hinder your continued productivity, then it’s time to try outsourcing your insurance call center.
Getting an insurance call center agency is a cost-effective way to handle clients’ needs and demands. You may consider hiring more employees and adding to your workforce in order to satisfy or enhance customer service. But by outsourcing to an insurance call center agency, you save yourself the worry and cost.
Call center agencies have evolved. You are not limited to the traditional answering system calls anymore. Most call center agencies also respond to texts, emails, and even social media messages. This can easily be achieved with close outsourcing.
What is close outsourcing?
What is close outsourcing and how does it work? Close outsourcing It is when an organization recruits employees from a neighboring country to complete the services.
To make the right decision when outsourcing to an insurance call center agency, there are a few things you may need to keep in mind. It is important to note that your call center plays as important a role in the growth and success of your insurance company as do other operations.
Therefore, you do not want to outsource your insurance call center to any call center agency. You will need to monitor prospective call center agencies diligently and ensure that they meet your company’s standards.
Before we get into the features and qualities that a call center agency must possess before it is worth outsourcing your insurance call center, let us discuss some of the advantages of outsourcing your insurance call center.
5 benefits of outsourcing your insurance call center
1. It saves cost
It saves your company a lot of money because outsourcing your call center prevents you from having to hire more staff to handle your calls. Managing your insurance calls is not the only insurance service that you can outsource but doing so will definitely save you the cost.
2. Extended service hours
Outsourcing your call center to an agency often guarantees an extended amount of service hours. Most insurance call center agencies offer service 24 hours a day, 365 days a year. Allowing your customers to connect at any time.
3. Improved call quality
An insurance call center is expected to employ experts and professionals who understand how the insurance industry works and are skilled in customer service. This is important so that your customers can have their complaints resolved and their questions answered.
Improving the quality of calls and responses can greatly help your insurance company achieve customer satisfaction which ultimately translates into loyal customers.
4. Saves time
When you outsource your call center, it saves you time and gives you the freedom to focus on more profitable operations that will directly improve your company’s productivity. Outsourcing your calls makes it easier for you to process claims as quickly as possible.
5. Improve call center attention
The challenge of keeping customers on hold because other customer service representatives are busy is eliminated when you outsource insurance call center agents. You don’t have to keep your customers on hold as agents provide better and faster call center attention.
To see how important outsourcing to a call center agency is, here are a few things to consider before you try insurance call center outsourcing.
What to look for when outsourcing your insurance call center to an agency
There are millions of call center agencies in the world today. As an insurance company, you should look for insurance call center agencies near you that are ready for hire and not just any call handling agency. Different call center agencies exist and perform different functions in different industries. Their job responsibilities vary.
Even among insurance call center agencies, there are some that specialize. For example, there are life insurance call center agencies that are dedicated to serving life insurance companies. Also, there are health insurance call center agencies that you can outsource if you run a health insurance company.
For each insurance company, there is a specific outsourcing call center agency. Bottom line, there are no general purpose call center agencies. Call center agencies perform industry-specific assignments. Before outsourcing your call center, find out what industry the agency has expertise in.
Ensure that the call center agent’s expertise matches your company’s needs.
2. The services provided by the agency
There are two types of services that each call center agency is expected to provide. they:
1. Services received
2. Outgoing services
The nature of the incoming services is such that the call center agency answers customer questions, responds to their complaints, and oftentimes provides technical support. This is another reason why it’s important to evaluate a call center agent’s experience before outsourcing.
Before outsourcing to an insurance call center agency, make sure they understand how the insurance industry works, the type of policies your company offers, and the techniques involved in filing and resolving claims among other things.
The second type of service called outbound services includes cold calling, survey data collection, and other lead generation activities.
Your insurance company’s needs should influence your decision to choose an insurance call center agency to outsource. Don’t randomly settle with a call center agency. Ensure that their inbound and outbound services are fully aligned with your business needs.
The essence of outsourcing an insurance agent call center is to save costs. You shouldn’t break the bank when trying to outsource an insurance call center. The process must be cost effective and affordable for your company.
After ensuring that the agency meets the service requirements of your insurance company, check if your company meets the agency’s cost requirements. The metric that should be used in measuring the cost effectiveness of outsourcing to an insurance agency is that the cost is much less than hiring additional staff.
4. Personnel recruitment process
How the insurance call agency recruits its staff is an indication of the type of services it provides. Get a detailed analysis of the call center agency recruitment process to ensure that you are working with experienced professionals.
One of the responsibilities of a call center agency is reporting. They should provide summary reports of total calls answered, time spent on active calls, time for session login and logout, idle time which is time spent waiting for calls, and time for ending.
Even though you outsource the call center, they don’t act outside of your direction. Learn how an insurance agency performs reports and submits summaries. It must be detailed, relevant and timely.
Above all, outsourcing your call handling to an insurance call center agency will speed up your business process and drastically improve your productivity which will surely increase your profits.
We are sure that this article will help you if you are looking for a guide on how to open an insurance call center.