Insurance Customer Experience

Insuring your future .

Even with a lack of licensed agents, increased pressure to remain competitive on price and growing industry disruption thanks to InsurTechs, traditional insurers have a unique opportunity to thrive, not simply survive, if they can get closer to their customers.

Make a claim for the customer

Historically, insurance providers have suffered from a customer experience deficit – after all it’s the consumer-facing business with the least amount of touchpoints. But now that customers are digital by default, moving to new channels of engagement will help companies make a stronger connection – but only if they can adopt a truly omnichannel approach.

But more channels means more agents with the right skills and the right regulatory qualifications and established insurers’ classroom curriculum methods aren’t capable of flexing to meet these types of demands. Luckily the same technology that makes omnichannel engagement a reality also supports cutting-edge approaches to blended and digital professional training.

Even with consistent licensed insurance services across voice, email, SMS and even social media, you still need to remove silos and tap into the flow of your customer data. By doing so, you can succeed in disrupting the disruptors and develop personalized products and services and lower risk profiles. The result? Ensuring the types of customer relationships that inspire loyalty – for a lifetime.

From licensed agent training and development, to implementing omnichannel engagement platforms, unlocking valuable data insights and applying intelligent automation to deliver back office and process efficiency gains, Sitel Group has been building partnerships with major insurers for the past 30 years.

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