Guaranteeing quality customer service is tricky business for insurance brokers. Especially considering that your efforts to provide better service may not be felt. Consider this quote from “Customer Experience – Is it the Chicken or the Egg”: “86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations.”
It’s a bitter pill to swallow, but it’s not a placebo. We’ve all had our fair share of poor service, whether it was at the hands of our cable provider, mobile phone company or even a local restaurant. The question is, what is your company doing to prevent turning off customers that are in the market for an insurance broker?
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A bad experience is a difficult thing to overcome, and can be time consuming for companies to reverse. In fact, according to Branding Strategy Insider (2013), it takes 12 positive service incidents to make up for a single negative one.
That’s a lot of time and resources spent correcting a problem that could have been avoided. So, how do you make sure that your customer service operations and capabilities are where they need to be to ensure quality service?
Fortunately, call recording software is available for insurance brokers, and can be installed easily and affordably. In most cases, you can start recording customer calls in the same day as your installation.
The purpose of using call recording technology is to give you a better idea of how your company is providing customer service while following record keeping requirements. Reviewing customer calls provides great insight into:
- how your staff provides customers service
- how satisfied your customers are
- if employees are following your SOPs (standard operating procedures)
You can even bundle your call recording with agent screen recording to see if your staff is navigating to a product support page or playing computer games while on the phone with a customer. With this information, you can make any adjustments necessary to your training procedures and customer service standards to improve results.
While your dedication for better service may stem from altruistic roots, it’s also profitable for your company. Murphy and Murphy published an article titled “Leading on the Edge of Chaos”, which stated that reducing your customer defection rate by five percent could increase your profitability by 25 to 125 percent.
The knowledge you gain from listening to customer calls is gold for your company. You can learn details that most insurance brokers pay big bucks for, like what your competition is doing and issues that your service or products are having.
Digitcom has 26 years experience working with Ontario’s business community, helping to solve all their telephony challenges. If you’re on the fence about adding call recording software for your insurance broker business, then learn more about your options and solutions by giving us a call at 1-866-667-8357 or email us at email@example.com.