As the owner of a young insurance company or one with a few more years of experience, you know the challenges of a constantly evolving industry consisting of complex rules and regulations. The crux of your business is building your company with applicable products and services to attract new clients, as well as maintaining a strong connection with existing ones. A BPO call center can play a vital role in taking your customer service and support to a new level of excellence.

Insurance BPO service companies also includes outbound calling, bill collecting, claim filing, data entry and much more like:

• Handling questions about policy and service: Insurance is complex and many people have questions about their policies and what is covered, how the billing works – even when their coverage begins and ends. Trained professional agents will help answer those questions or find the answers for them.
• Working with potential customers: Call center agents will work with potential customers by providing quote information, explaining policy limitations, assessing risk and arriving at the best offer.
• Claim processing: The insurance business runs on claims and claims can be confusing. Trained call center agents will help reassure your customers when they need to file a claim, as well as work with them throughout the process.

• Data entry and back office tasks: Data is an important part of all businesses, but it takes time to enter it into the system. Likewise with back office tasks, such as human resources and payroll. These necessary but onerous tasks can be delegated to a BPO partner.
• Accounts payable and receivable: No insurance business will survive without a constant stream of income. But who has the time to call delinquent account holders and collect payments? These tasks, plus bookkeeping, can be handled by a proficient partner.
• Other key functions: An insurance BPO call center can handle everything it takes to keep your company running smoothly. With the functions listed above, you can also add lead generation, IT or technical support, marketing and more.

Confie BPO is one of the leading insurance BPO services companies in the US. We have a deep understanding of the insurance industry and can assist with customer support, back office, claim verification and scheduling adjusters, with all the services tailored and custom-made for the insurance industry.

As an insurance company decision maker, your main focus is on how to grow the bottom line while providing the excellent customer care your community depends on when they walk through your door, click on your website or call you. You are always on the hunt for ways to improve your processes without sacrificing the stellar reputation you’ve built. What are the benefits of using a call center with experience in the insurance industry? Here are just a few:

• Excellent customer care: When your customers call, do they get a voicemail? Sometimes customers need you during odd hours. It’s almost impossible to be the salesman you need to be while fielding calls constantly from your existing base. Providing the level of service your customers want and need 24/7 is a specialty of call centers.
• Optimized efficiency and productivity: Everybody wants their insurance company to run more efficiently, saving money and allowing core employees to produce at a higher level. Call centers will help you streamline the basic tasks, such as claims processing, your agency needs to thrive.
• Data processing: Analyzing the data you collect provides extremely valuable insights that will guide your decision-making processes. Call centers will gather important information and provide you with reports you can use when planning your budget, rolling out a new product and making many other critical decisions.
• Increased ROI: Understanding the value add of any service or product is crucial when considering the bottom line. Your return-on-investment needs to be fully illustrated with a reduction in costs, including in overhead, staffing, training balanced with the cost of hiring a BPO call center to take on many of those items.

Insurance service call centers are a boon to many growing agencies who need to focus on their core tasks. There are challenges to hiring a partner to handle parts of your business, however. Many people, for example, find it hard to turn some level of control over to a third-party entity. Other challenges you may encounter include:

• Recruitment of qualified agents: Just as it can be hard for you to find competent people to staff your company, call centers are also on the constant hunt for agents who make a good fit. A reputable call center has a permanently running robust and structured recruiting program to ensure talented agents are available.
• Training qualified agents: Insurance can be a complex topic, so agents who touch your brand need to have in-depth and ongoing training about insurance products, claims, and how to answer your customers’ questions. At Confie BPO, agents receive comprehensive and structured training through a 5-stage program.
• Quality control: When you hire a BPO partner, you’ll become familiar with terms such as first call resolution rate and call handle time. These metrics are key performance indicators (KPIs) that allow you to monitor and ensure your call center is performing at the level you expect.

Just as with any weighty decision that affects your agency, choosing a call center for your insurance services involves some preplanning. Meeting with stakeholders to plan what you need and want is a good place to begin. Here are a few other things to keep in mind when choosing the best option for your company.

1. Evaluate BPO experience: You’ll want to work with a partner experienced in the insurance industry. In this complex and highly regulated business, experience counts.
2. Security systems: Due to its nature of containing sensitive data, a possible BPO partner must have the appropriate levels of security in place to protect you and your customers.
3. Budget concerns: BPO call centers are not inexpensive. You can save some money by choosing a nearshore call center over an onshore concern, but you’ll still need to understand call center outsourcing costs.
4. Ask for quotes: Ask your potential partners for quotation models to find out which ones will provide a customized approach to your business.

Many possible companies will offer you what may sound too good to be true deals. Start small in order to feel out how you and the potential BPO match. Look for one that provides you with variable solutions and costs for your unique situation and ask for a free trial.

Most customers only talk to their insurance company when they are already having a bad day. For example, they have gotten into a bad car accident or are dealing with water damage inside their home. If they have a bad experience with your insurance company and they are already having a bad day, it may be enough to turn them away. Confie BPO can help you make sure your customers remain strong and loyal. We are experts in the insurance industry.

• High Level of Claims Processing Experience: At Confie BPO, we pride ourselves on having dedicated teams of trained agents with a sophisticated understanding of insurance regulations and claims processing. We offer accurate handling of claims, decreased errors and expedited processes.
• Application Processing: You and your sales team can be off to the next lead while our team handles your applications process from gathering client information, verifying data and managing pre-screening, leading to a more accurate underwriting experience.
• Sales and Marketing: Lead generation is crucial to keep your agency growing and thriving. With call center outbound and marketing services, you’ll have assistance in promoting new products and services, as well as agents who understand how to upsell and cross-sell.
• Simplified Policy Servicing: When your customers need to make changes to their policies, our agents can help them to renew, make modifications, cancel when necessary and provide guidance and support through your customer’s policy lifecycle.
• Providing the Human Touch: Customers get frustrated today with endless telephone tree options, voicemail, chatbots and customer service agents that they don’t understand. In today’s digital world, your customer retention can be improved by simply providing the human touch on the other end of the call.

Confie Insurance BPO call center agents are specialists in the insurance industry with many years of experience.

Because we are nearshore, our insurance call center services agents are confident in speaking to your customer and resolving any issues. We don’t need a script – our agents can easily understand and converse with your clients on what could be a bad day for them, making their experience much smoother.

As the personal line’s leader in the U.S., Confie is uniquely positioned to provide the best insurance bpo your company needs to soar to the next level. We have an unsurpassed level of staffing in our BPO insurance service center. More than 200 agents have been thoroughly trained in processes and handling unique to this industry.

As a leader in the insurances field, we possess a comprehensive knowledge of insurance regulations and procedures that allows us to craft specific solutions for all your needs: Customer service, back office and even complex claims verification. When your business is running like a well-oiled machine, you’ll quickly come to appreciate the optimization, efficiency and newfound production you can accomplish. best insurance bpo

We understand that your company is working towards major goals that might take years or even a decade to accomplish. More importantly, we understand how to help you achieve these goals while seamlessly working alongside your current staff. The future of call centers in the insurance industry show an increased need for these services as the industry grows and moves towards a digital future. Your clients now and in the future will come from generations who expect Omni channel communications, speed and efficiency.

Even with these predictions, clients will still expect the personal touch and custom solutions when it comes to their need for insurance. Call center agents will be there 24/7 to provide that unique experience. Offering a seamless journey by using data analytics and information collecting will not only impress your customers, it will be necessary to keep them engaged and loyal.

Finally, harnessing automation, robotics and digital solutions will become the norm for businesses planning to capitalize on the latest innovations and trends.

Because of our expertise in the insurance BPO call center services space, we won’t disrupt your current operations. Instead, our job is simple: to take care of all the little stuff so that you and your best employees can make the big picture happen sooner rather than later!

Additional Aspects We Provide in Our Insurance Service Call Center

Keep these additional aspects we provide in our insurance service call center in mind when vetting potential BPO partners:

• We ensure our agents are highly trained to handle your company’s brand, products and services.
• Our agents are well versed in handling difficult customer interactions.
• We use many different KPIs to measure how well we are doing and how we can improve your operation.
• We use customer surveys to gather feedback from your customers so we can constantly improve.

Nearshore Call Centers

A note on nearshore call centers: Call centers come in three basic models – onshore, offshore and nearshore. Situated in the U.S., onshore is the most expensive and offshore, located in a far-away country, is the least expensive. Nearshore is located in a country that either borders the U.S. or is close enough to share time zones. Our nearshore service center is located in Tijuana, Mexico, just across the border from San Diego, CA. Many of our nearshore agents went to school in the U.S. and still have family here. They are fluent in language and important cultural aspects.

Confie  BPO is a reliable, experienced partner offering the best in call center services.