Improve One-Call Resolution Rates

In today’s world of instant gratification, consumers and policyholders are becoming more savvy than ever and their customer service expectations have skyrocketed. Price has become less and less of a differentiator in favor of prompt and easy customer experiences. Insurance companies today have customers and users all with different needs and expectations. Brokers need to determine policy terms, rates, and have an understanding of their commission payments. Group policy administrators need to understand layoff provisions, enrollment rules, and where they can find copies of their policy certificates. Policyholders need to understand the claims process, effective dates of coverage, and how to change contact information regarding their policies.

Eric Howse
Zia Consulting, 
Enterprise Sales Director – Chicago

Yesterday’s insurance companies will put each caller through a series of holds and transfers to different departments depending on their needs. When it comes time to renew, the vast majority of those customers are ready to shop their policy and move on. Today’s top insurance companies have the best “one-call resolution” rates in the industry and, ironically, have the highest renewal acceptance percentages.

When your policyholder calls in to change their last name on their policy because they got married, they don’t care that you need to update your policy admin, claims, billing, and other systems—they just want to know that it gets done accurately.

How do you improve your one-call resolution rates? You need to be able to consolidate the information from the five to 10 systems of record your people currently reference to one interface that presents the information in an easy to consume matter and can make changes back to the various systems of record when a change is needed. Today’s top insurance companies are using Zia Consulting to automate these changes and provide better customer experiences. 

Join Zia Consulting and ASG Technologies for a webinar on July 25 where we will discuss:

– Modern ways to work with legacy systems
– Improving policy quote turnaround times
– Streamlining the client on-boarding process
– Consolidating claims systems

Through a series of case studies and real-world examples, we’ll demonstrate how targeting costly and complex document processing tasks seen in applications, underwriting and claims can deliver a rapid ROI.

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