Insurance companies need to change public opinion and take control of their complex operating environments. Insurance companies should instill a culture that demonstrates a commitment towards clients by consistently delivering outstanding customer experience while eliminating dissatisfaction – a major turn-off for customers and complexity. Many insurance companies have started utilizing speech-enabled IVR (Interactive voice response) that automate nearly 10% of inbound member calls and 30%-40% of provider calls. They primarily are used to address benefits, claim status, coverage, and eligibility queries. In addition to that, most of the companies use IVRs to conduct surveys to review customer satisfaction scores. Insurance companies can use IVR services for educational services that may result in signing up customers for added insurance schemes.
most of the companies use IVRs to conduct surveys to review customer satisfaction scores. Insurance companies can use IVR services for educational services that may result in signing up customers for added insurance schemes.
Benefits of IVR:
Account or Policy Information- Customers call the system to retrieve information on the account, payment due amount/date, the balance of policy, coverage provisions, etc.
Policy Updates- Customers can call to learn about their existing policy or request changes to their policy.
Agent/Agency Locator- Customer can locate the nearest agency/agent or a specified agency/agent by entering their zip code or agent's telephone number. Also, Customer can be provided the option to transfer the call to the respective agent.
Investment/Annuity Fund Transactions- Customers can hear their existing investment balance, transfer funds, learn current rates, etc. by simply entering the customer’s account identifier.
Status Inquiry-This allows the caller to check the status of his/her claim expediting the customer interactions when information is needed to process the claim further.