The insurance industry was once based on the personal relationships customers had with local agents in their community. The advent of contact centers and self-service has fundamentally shifted the dynamics of the industry-customers now rarely have personal contact with their insurance company. How can you work to re-establish the intimacy customers crave?
With UTOPY solutions, the insurance industry can answer questions like:
- Why does it take multiple contacts for customers to resolve seemingly straightforward policy changes or claims?
- Why are customers opening accounts and why are they switching to competitors?
- Why are customers dissatisfied and what are the things you could improve?
- What are competitors offering to lure your customers away?
- What do your customers think of doing business with you?
- What is impacting renewals and customer churn?
- Can you get more of your customers' business with other insurance products - what are your cross-sell and up-sell capabilities?
- Are any customers at risk? How can you keep them?
- Are your agents in compliance and making the proper disclosures and disclaimers for your policies?
UTOPY solutions have been deployed to:
- Identify the top reasons why customers call, why they are dissatisfied, and why they fail to renew auto and home insurance policies
- Understand the process challenges causing customers to repeatedly contact the call center and improve adoption for self-service offerings
- Pinpoint at-risk customers and specific measures that can be taken to save them
- Assure that all proper disclosures are made by agents when customers choose new policies
Because UTOPY has developed an insurance industry-specific knowledge base, you’re able to benefit from the work we’ve already done with Fortune 500 companies. The end result is that you can improve contact center performance and the customer experience right away and achieve return-on-investment more rapidly than you thought possible.
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