“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.

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

 

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

 

To download “US Contact Center Verticals: Insurance”, as well as many other research reports, please complete the registration form below.

 

If you have already registered, please log in here.

 

After registration / login, you will have access to all of ContactBabel’s end-user research and analysis.

 


Registration

"*" indicates required fields

Name*
Hidden
Password*
Country*
State (USA Only)
What are the main areas of investment in your contact centre in the next 12 months? (check all that apply)
Privacy Policy*

The information you provide will be used in accordance to the terms and conditions set out in our Privacy and Data Processing Policy. Please confirm you have read and understood the policy.

ContactBabel uses information you share with us to provide products or services that you request, answer your inquiries or communicate with you about your account or transactions with us, and send you information about new research, features on the Site or changes to our policies. We may also share data gathered in the registration process with third parties who have sponsored the report(s) downloaded and who may contact you for the purposes of direct marketing. You may withdraw your consent for this at any time by contacting info@contactbabel.com, and we will delete your account and all personal data. If you do not wish to complete the registration process, please contact us requesting the reports you would like to receive.

By clicking ‘Register’ you will be able to download reports, and are agreeing that ContactBabel may occasionally contact you with information relevant to you. If you wish to delete your account and remove your contact details, please contact smorrell@contactbabel.com.