“US Contact Center Verticals: Insurance” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US insurance sector.


It contains data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.


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Report contents


The insurance sector has remained very stable both in terms of contact centers and agent positions since 2016, with around 250,000 agent positions.


The email channel accounts for a very low proportion of inbound interactions (6%), but as there is the expectation amongst insurers that significant investment in web chat and email management systems will be made, we can expect this to change.


The greatest expectation of technology growth comes from AI, web chat, email management and interaction analytics. The latter is especially useful for compliance – key to insurance operations – as well as providing potential business and operational benefits.


  • Market Sizing & Structure
  • Growth
  • The Use and Effect of Omnichannel
  • Inbound & Outbound Activity
  • Technology
  • Salaries
  • Agent Attrition
  • Agent Absence
  • Agent Activity / Talk-time
  • Call Duration
  • Speed to Answer


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