How Can Insurance Companies Reduce Call Volumes?

Insurance companies specializing in auto insurance regularly encounter problems with agitated customers because they are unable to attend calls and are making concerted efforts to reduce call volume. Insurers are making investments in call-center self-service which will allow their clients to receive the help they need without being attended to by a call center agent. Organizations are increasingly making use of visual IVR for insurance companies because it allows callers to interact with the device to receive a personalized and a comprehensive customer experience.
 
Customers of auto insurance companies generally do not call for making smalltime inquiries or even to ask about the premiums they will be required to pay. Information of this type is easily available over the Internet which is accessible to all. They make calls either to report an accident or inquire about a claim which they have made. These are customers who are busy and do not have the time at their disposal to wait for a call center agent to respond to their queries. In these conditions, auto insurance companies then move approximately 80% of their incoming calls and provide better service to their clients with help from visual IVR for insurance companies. They just need to ensure they have a call center self-service in place for their clients to access the information they need.
 
Auto insurers certainly need to reduce call volume by a margin simply because it is not economical for them to hire extra staff just because they have failed to achieve their objective. The world is presently operating on automated systems and there is no reason why auto insurers cannot invest a small sum of money in call-center self-service and reduce a portion of their staff which would definitely be costing more than the automation.
 
The visual IVR for insurance companies will not provide auto insurers the freedom to entirely have automated services. There will be occasions when clients will need help from an agent for various reasons. Even in such cases, the call-center self-service will prove beneficial because the agent contacted will have the ability to guide the client through his or her discussion with the help of shared documents and images which can be viewed on the system for visual IVR.
 
It is a known fact that most calls from the clients of auto insurers are related to requests which can easily be managed with the help of digital interaction. Matters such as billing, benefits, renewals, and claims do not require personal attendance from an agent and the information requested by the client can be provided by the self-service system which the insurance company would adopt. The system would not only allow the insurance company to reduce call volume but also give them an opportunity to reduce costs while providing better customer service at a faster pace.
 
Visual IVR for insurance companies will certainly give them an opportunity to provide better services to their clients while also allowing them to keep costs in check. However, it would also bring upon them the question of making a contribution to their social responsibilities because they would no longer need a large force of employees to deal with their clients. Questions may be raised as to why insurance companies which are making large profits should reduce employees when their only intention is to reduce call volume. At this stage, it must be mentioned that auto insurers also need to consider the competition they have and therefore make every attempt to ensure they remain profitable by using every opportunity available to provide better customer services with the help of automation.
 
Visual IVR For Insurance Companies
reduce call volume
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