Our research has found that each business sector has its own specific commercial and operational issues that affect its contact centres.

 

“The Vertical View: UK Insurance” quantifies the operational and HR benchmarks for the UK Insurance contact centre sector, and shows ways in which AI can solve the issues that the data highlights.

 

Insurance is a sector where calls are inherently difficult: claims are emotional, complex and regulated, and the data reflect this.

 

Average call durations approach 9 minutes, well above the industry average, yet call abandonment is just 4.0% (vs 6.8% industry-wide), because customers with a claim in progress simply can’t walk away.

 

With 74% of interactions still via live telephony and AI adoption again lagging the industry average, the pressure on agents is significant. Add cost-comparison sites eroding loyalty, and the urgency to act is clear.

 

Report contents include:

  • Insurance market sizing, structure and growth
  • HR benchmarks: salaries, attrition, absence
  • Operational: speed to answer, call duration, call abandonment rate, talk time
  • Channel usage & current / planned use of technology
  • How AI can assist with:
    • Excessive call lengths
    • Improving uptake of self-service channels
    • Improving customer loyalty
    • Competing with other insurance companies

 

To download “The Vertical View: Insurance” free of charge, as well as many other research reports, please complete the registration form below.

 

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