Using agents on the ground for new customer acquisition, the Contact Centre fields pre-Sales and enquiries from existing Customers regarding the full Product Range (e.g. Life, Home, Car, Holiday, Goods, Health), Accounts & Billing and of course Claims.
With repeat Contacts potentially being high-value Customers or high Claimants, understanding the customer profile is key.
Being in FSI, cost is always on the radar, so it is imperative to understand commonalities in enquiry types into the Contact Centre.
Diversion to web and self-help will be significant for general queries and small claims, however human handled channels will be preferred by customers making enquiries about larger claims.
Customer Service can contribute to brand reputation for new customers, as does swift follow up and execution of payment releases for claims.
Repeat Customers into the Contact Centre can be either good news or bad news for the insurer, so identifying the nature of repeat activity is significant.
There will be seasonal fluctuations in volumes of enquiries, with holidays, weather and travel being strong influencers.
The nature of claims will be important to keep track of, as will the number of claims processed or approved per agent.
