Insurance

Pinpoint business opportunities and risks to supercharge customer and employee experience

While generational change is still buffeting the Insurance Industry, many insurers are becoming more comfortable with new technologies and changing from product-focused to customer-centric organizations.

BUYING PERSONAS

Andrew, Legal

CHALLENGE: Automate QA and ensure robust risk management process.

HOW WE HELP: Conversation Analytics can process large volumes of calls, ensuring automated QA and broad script adherence among agents.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR LEGAL COUNSELS:

- Understand what we are saying to our customers

- Ensure proactive fraud management is in place

- Ascertain compliance levels

- Review risk management action performance

Carl, Contact Center Director

CHALLENGE: Discover the drivers behind the significant AHT discrepancies.

HOW WE HELP: Call Journey is not only able to reduce AHT but also helps reduce workforce churn, monitor agent performance and improve internal product roll-out process.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CONTACT CENTERS:

- Understand agent performance

- Track Team Leader performance

- Improve efficiency/ productivity

- Hone scripts

- Track adherence to scripts/ regulation

Edith, VP for CX

CHALLENGE: Incomplete and inconsistent insights from post-call surveys.

HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights. Call Journey’s AI-powered solution enables Edith to get near-real-time finger on the pulse of customer insights and the risks and opportunities for her business.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CX:

- Track and management customer sentiment

- Drive root cause analysis of poor CX

- Gain effective insights into NPS performance

- Understand org processes gaps

- Ascertain performance of key initiatives

Watch: Avoiding Risks and Bolstering Compliance in Today's Unprecedented Times with Call Journey


Opportunities

  • Improving customer experience with data analytics
  • Gaining insights from experience design
  • Seeking expense efficiencies and variabilities of costs
  • Managing conduct risk and regulatory headwinds
  • Climate and macroeconomic risk
  • Being smarter with Marketing Efforts
  • Growing Insured share of wallet and book value
  • Managing culture and compliance

The Customer Buying Journey

Carla is an existing customer of an Insurance Company. Now that she’s having a baby, she is planning to purchase a life insurance policy to be safe and to ensure financial future coverage for her baby.

Find out her buying journey with and without Conversation Analytics.

Download the Customer Buying Journey for Insurance>

Actionable Outcomes

Learn why 86% of our Proof of Concepts end in success!

Discover the potential ROI from your Call Journey investment.

 

Call Journey ROI Calculator