Continuously improving the customer experience can lead to life long customer relationships. Using insights from customer interactions insurance companies can not only provide a more compeititve product, but gain valuable insight into claim and process improvement that will decrease fraud, improve processing time and meet customer expectations.
Keep customers satisfied by recording interactions, evaluating and coaching to improve service levels
Record important interactions for compliance and to help with dispute resolution
Customer interactions are stored in the secure cloud or on premise within your data center
Accurately and efficiently monitor and improve claims processing
28% increase in sales | 46% time savings | 23% improvement in quality scores
Creating trust with customers comes from deliverying a predictible and reliable product with exceptional service. Insurance companies can improve trust and loyalty by implementing workforce optimization strategies that ensure agents are knowledgeable, claims are processed efficiently and accurately. Using recorded omnichannel interactions and monitoring quality in the back office are keys to ensuring customers are satisfied with their experience.
Recording 100% of your customer interactions is a regulatory requirement for many insurance companies and is certainly useful in dispute resolution. Using Click2Coach to record these interactions, you can quickly lookup recorded conversations by account number or customer id and play them back. This allows you to pull important information and take action when necessary to improve customer satisfaction.
Privacy and security of personal information is mandated from the public. You can rest assured that with Click2Coach, whether stored within your data center on-premise or in the secure Microsoft Azure cloud, your data is safely encryted during transit and at rest. Only authorized users with appropriate secure credentials can access recorded data, so you can focus on improving your customer experience, quality and agent effectiveness without worrying about security.
Ensuring agents are knowledgable on the front lines communicating and interacting with customers is critical. Also important is the process for which claims are managed in the back office, and using workforce optimization you can record claim handling, verify appropriate workflow is executed and accuracy of data entry is improved. Recording claims processor actions, evaluating and coaching them will improve efficiency of claims processing and improve your customer satisfaction.
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
Our Click2Coach solution allows you to capture interactions through call recording, web chat, email and social media. See the interaction from your customer’s point of view, as well as, the agent’s. Find calls simply using Click2Coach’s simple web interface and take action.
901 5th Ave, Suite 3300, Seattle, WA 98164 | 206.225.0800 | email@example.com
Make an intelligent impact in your contact center and to your business with the data from customer interactions
© 2016 Envision Telephony, Inc. All rights reserved.