Insurance |
The need for information while on the go is increasing as people travel more on business or on holiday. Call centre traffic is rising year on year as more people require information on their travel, home or motor insurance. Today, in a world of multi-media and 24/7 availability, insurance services have much more to consider.
- High customer expectations: these must be met and exceeded, while managing costs and maintaining efficiency
- Fierce competition in a global market: how you meet customer expectations directly impacts your ability to compete, generate revenue and maintain customer loyalty
- Security of information and customers’ investments: without real security financial institutions lose credibility and ultimately customers
- Technology investments: you already invested highly in your existing systems and need to protect your infrastructure investment
In a competitive market, customer service is key and having the option of self-service applications where most appropriate is essential. Vicorp works with some of the world’s largest insurance organisations to provide innovative and effective speech self-service solutions.
- Providing the best services possible requires excellent support for both customer service representatives and callers. Ideally, customers and call centre staff alike can use the same system to perform routine activities - request forms, fill out applications or schedule inspections.
- Shrinking profitability and market share are forcing insurance companies to improve their customers' experience and increase business efficiency while lowering operating costs. Realising the benefits from investments in automation and technology will drive profitability.
- The challenge is to meet customer expectations while managing costs and maintaining efficiency. You can rely on speech recognition, interactive voice response (IVR) and computer telephony integration applications from Vicorp to improve customer service, reduce operating expenses and generate additional revenue.
- Vicorp offers voice response solutions to meet these needs. Customers appreciate the convenience, privacy and efficiency of using these self-service applications to quickly obtain information 24x7. By enabling self-service for routine questions your customer service department can eliminate queuing, shorten call time, handle more calls with existing personnel and concentrate on more personalised value-added activities.
There are many good reasons why you should use Vicorp as your speech self service solutions provider.
- Vicorp has been working with some of the UK’s largest insurance and financial institutions for many years and have a deep understanding of their self-service challenges
- Vicorp’s people have the expertise to inspire organisations at any stage of their journey to their ultimate automated over-the-phone service experience
- Vicorp’s solutions deliver measurable business benefits which can be tracked through the comprehensive integrated reporting portal
- Vicorp’s service creation and execution environment is easy-to-use and totally portable as it is based on open industry standards
Here are a few typical voice response applications developed by Vicorp. They drive insurance and assurance service efficiencies and provide cost effective alternatives that help create and sustain competitive advantage:
- Confirming policy coverage
- Quick quotes
- Payments
- Claim filing
- Customer service
- Life insurance loan information
- Policy renewals
- Proof of insurance requests
- Request a form/information
- One number gateway
- Call routing