“UK Contact Centre Verticals: Insurance” looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.
It contains data from multiple large-scale surveys of hundreds of contact centres carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.
There has been strong pressure to consider consolidation and rationalisation in order to cut costs driven by reduced profits, increased competition, higher costs of compliance and the use of cost-comparison websites. The overall number of agent positions dipped in recent years, but has now recovered.
The complex nature of some of the work may be less suited to online self-service, with a large proportion of insurance customers wanting to speak with human agents for reassurance and clarity, as the claims process may involve lengthy and high-emotion interactions.
There is a need for personalised communication within this sector, which – in common with any contract-based commoditised service – risks high annual customer attrition rates.
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