Insurance Call Centre Software | Calabrio (UK)

Customer Experience Strategies for Insurance Organisations

Scalable, Robust Workforce Optimisation
and Powerful Voice of the Customer Analytics
for Your Insurance Contact Centre

Customer Experience Strategies for Insurance Organisations

Scalable, Robust Workforce Optimisation
and Powerful Voice of the Customer Analytics
for Your Insurance Contact Centre

In the insurance industry, contact centres now own the customer experience and customer expectations keep rising.

Today, one in four customers will leave their insurance provider based on a bad contact centre experience. Therefore, it is paramount insurers work hard to make sure their contact centre delivers an exceptional customer experience.

In fact, a one percent increase in customer retention amounts to a million-dollar increase in annual premiums. And customers are twice as likely to renew their insurance policy after a positive contact centre experience.

Providing an outstanding customer experience begins with transforming raw customer data into meaningful customer insights.

With Calabrio, you can analyse 100% of customer interactions, from all channels, to clearly understand trends and act on them. Identify warning signs of customer defection and train agents how to handle retention efforts. Utilising powerful AI tools, Calabrio gives you sentiment scores for every customer interaction, allowing you to quickly identify root cause of positive and negative interactions.

Now is the time to unlock the customer insights buried within your contact centre. Continue reading below to discover how Calabrio has helped insurance providers including AXA, Americo, Erie Insurance, AmTrust and Pacific Life improve their customer experience up to 25% while increasing contact centre productivity by more than 30%. Plus, learn eight strategies insurance companies can use to improve the contact centre customer experience.

1 in 4 customers will leave a provider based solely on a bad contact centre experience.

Positive contact centre experiences make customers twice as likely to renew their policy.

A 1% increase in customer retention = a $1M increase in annual premiums

A fully integrated agent & customer engagement suite.

Calabrio ONE

Calabrio ONE customer experience strategies

What can we help you with?

call recording customer experience strategies

Call Recording

 Amazingly clean and simple. Capture and retrieve calls quickly and accurately. Never miss a call.

quality management- customer experience strategies

Quality Management

Access and evaluate 100% of your customer interactions. Gain powerful performance insights.

workforce management- customer experience strategies

Workforce Management

More than optimised staffing levels, modern tools improve predictability and performance.

analytics- customer experience strategies

Calabrio Analytics

Integrate multichannel customer input to gain unprecedented visibility and control.

advanced reporting- customer experience strategies

Advanced Reporting

Visualise contact centre metrics. Cross-reference data enterprise-wide. Deliver impactful insights.

Switching to Calabrio ONE led to an ROI of 546%

2018 Forrester Total Economic Impact Case Study

Insurance Companies: 8 Strategies to Improve the Customer Experience

A one percent increase in customer retention equals a one million dollar increase in annual premiums. Learn how your call centre can increase retention.

AXA Seguros Mexico Sees ROI in Just 3-6 Months

AXA Seguros Mexico replaced Nice with Calabrio ONE to increase call centre growth and productivity.

4 Must-Have Tips to Improve Customer Experience

A positive call centre experience makes a customer twice as likely to renew their insurance policy. Learn four easy ways to improve customer experience.

Insurance Case Studies for Calabrio ONE

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