Insurance providers today face a daunting set of challenges: rising costs, increased competition, decreasing margins, and heightened consumer expectations. However, there are also great opportunities for those who have the knowledge and tools to take on these challenges.
The Uptivity Discover Suite helps insurance providers:
- Deliver exceptional customer service
- Expand cross-sell and upsell opportunities
- Drive operational efficiencies
- Achieve regulatory compliance
Deliver exceptional customer service
According to the J.D. Power and Associates 2008 Insurance New Buyer Study, 14 percent of customers began shopping around because of a poor customer-service experience with their current provider. Among them, 73 percent switched insurers. This underscores the need to deliver the highest level of customer service.
The Uptivity Discover Suite can mitigate this statistic by enabling your organization to:
- Increase first-call resolution (FCR) rates through coaching and training. Studies show that customer satisfaction levels drop by 28 percent when resolution requires more than one call.
- Ensure procedural adherence by easily evaluating staff adherence to established procedures through call recording and desktop recording solutions.
- Leverage surveys to enhance customer relationships. Gain insight into the motivations and preferences that drive your customers, improve the quality of customer interactions, and identify potential opportunities and threats earlier.
Expand Cross-sell and Upsell Opportunities
Thanks to deregulation, your organization has the opportunity to offer additional services, such as estate planning, retirement planning, and other financial services. By cross-selling and upselling these products to policyholders, you can offset decreasing margins on more traditional offerings.
Uptivity Coaching and Training improves agent product knowledge and sales skills, by providing the tools to:
- Handpick relevant training scenarios.
- Empower instructors with real, relevant examples.
- Deliver consistent, ongoing coaching based on call scenarios specific to the area in need of improvement.
Drive Operational Efficiencies
Increased competition, easy consumer access to competitive pricing via the Internet, increased costs and decreasing margins are forcing insurance providers to reduce operational costs in order to remain competitive.
The Uptivity Discover Suite can help reverse the effects of these trends on your organization by allowing you to:
- Identify workflow issues and interface design flaws through desktop recording.
- Reduce average handling time (AHT) through coaching and training, resulting in lower personnel and telecom costs.
- Optimize employee performance by delivering actionable data to the right people at the right time, via Insight, Uptivity’s performance management solution.
Achieve Regulatory Compliance
Uptivity’s PCI Compliance bundle protects policyholder privacy and confidentiality in accordance with regulatory requirements. It offers:
- Cardholder data protection
- File-level and network encryption
- Security blackouts
- User security and audits