Contact Center

How AI In Call Center QA Dramatically Improves Call Quality in Insurtech

Rimlee Patgiri
November 24, 2022
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Last modified on

November 24, 2022
Table of Content:

“I predict that, because of artificial intelligence and its ability to automate certain tasks that in the past were impossible to automate, not only will we have a much wealthier civilization, but the quality of work will go up very significantly and a higher fraction of people will have callings and careers relative to today.” ~Jeff Bezos.

Insurance companies have to do a lot of work to maintain the quality of their services. They have to ensure that they give accurate, timely, and complete information when the customer asks for it. One way they do this is through call center software.

According to research, the global AI in insurance size was valued at $2.74 billion in 2021. The market size of AI in insurance is predicted to reach $45.74 billion by 2031. The estimated rate of growth in CAGR of 32.56% from 2022 to 2031.

Using AI in call center software can dramatically improve the quality of customer service calls. Call centers can use AI to monitor and analyze calls, identify problems and solve them before they happen.

Insurance companies are increasingly using AI in their business to automate repetitive and time-consuming tasks, like answering coverage questions or filing claims.

AI also helps provide agents with feedback and coaching, which helps them improve their performance. 

In this blog, we will discuss:

  • Challenges faced by Insurtech call centers in quality assurance
  • How AI dramatically improves call quality assurance in call centers

Challenges faced by Insurtech call centers in quality assurance

With the rise of AI, the quality assurance in call centers is now more efficient and accurate.

Using AI in QA in a call center has changed how companies operate. It has been a game changer for many businesses, especially those operating with a small budget.

There are many challenges to overcome with QA in the insurtech call center. One of them is handling customer service calls with a high volume of questions or complaints about their insurance policies.

Common challenges Insurtech call centers face in quality assurance.

This is where AI comes into play by providing accurate answers and solutions to these customers' queries.

Here is some of the common challenges Insurtech call centers face in quality assurance:

  • Low QA Coverage: The QA team manages to cover only 1-2% of the total calls as a result of random sampling. This begs the question, what if you miss the worst two  calls of the month even after QA coverage?
  • Lack of automated processes: In most cases, the quality assurance process is entirely manual. This means that analysts use multiple systems and spreadsheets to monitor the quality of just one call. 
  • Scoring subjectively: Manual auditing is subjective - it depends on the scorer. With manual scoring, every quality assurance agent has a subjective approach. Hence, scoring is often not scientific and unbiased. 
  • Lack of proper coaching: With the shortage of time, and global views, effective training lacks personalization. Every agent needs a varying intensity of training which is challenging to meet with conventional approaches. Lack of proper training leads to a knowledge gap affecting sales and support quality. 
  • Lack of performance benchmarks: Performance benchmarks help set a transparent environment amongst the call center agents.With performance benchmarks, data-driven decisions are easier to meet, improving contact center performance.

How AI dramatically improves call quality assurance in insurtech call centers

Moving forward, let’s discuss how AI is revolutionizing quality assurance in insurtech call centers:

Call center software helps in monitoring customer interactions.
  1. Monitoring customer interactions
    Customer service is a critical component of any business. It determines the difference between a happy customer and a dissatisfied customer.
    In insurtech, it is very vital to understand what your customers are looking forward to. With the large volumes of calls and queries regarding policies, or claims overflowing the brims, agents can often end up 
    Monitoring customer interactions
    can help you avoid costly mistakes and improve the overall customer experience. It also helps you to identify trends in your customers’ behavior and understand what they want from your company.
    Call center software is one of the most popular tools for monitoring customer interactions. It allows you to see your customer interactions through one system, making it easy to track trends and manage agents accordingly.
  1. Mis-selling episodes 
    Agents often end up mis-selling insurance policies with false promises or wrong information due to various reasons like deadlines, targets, or simply profits!
    These mis-selling episodes can lead to serious damage to reputation or, often, end up in uninvited lawsuits. 
    We don’t mean to scare you.

Call monitoring software helps keep track of agent behavior and monitor 100% of calls. This way, you can also make sure that your agents are following IRDA guidelines and HIPPAA and PCI DSS-compliant regulations.

Agent coaching in insurtech call center software.
  1. Training and coaching
    Insurance is a delicate subject. 
    With every agent facing the customer, there comes huge responsibility in their words. Coaching agents for call centers is not almost the same as any other agent training. 
    So, call center software provides peer-to-peer coaching to ensure all the knowledge transfer is happening efficiently. Managers and supervisors can also create personalized coaching sessions with constant monitoring for agents using Convin call center software.
  1. Compliance monitoring
    As mentioned before, insurtech agents need to follow HIPPAA and PCI DSS-compliant regulations in their operations strictly. 
    The violations of such rules can lead to severe consequences, including lawsuits. To ensure the call center is on the same page in compliance monitoring, call center softwares can come in handy. 
    With Convin’s call center software, 100% of calls undergo auditing and check if any violations occur. 
    Moreover, this feature also helps in filling any knowledge gaps within the call center reps.
  1. Agent engagement
    Tracking agent engagement helps understand if agents are listening and answering well to customer queries.
    Jumping into a readymade script and dictating the solutions sounds like an easy way to go! Often agents end up taking that path. 
    But the high road is the difficult path but is most fruitful regarding customer satisfaction
    In short, customers prefer to be heard and listened to. Call center software helps track agent behavior and engagement while aiding agents in getting answers to complex questions. 
  1. Quality monitoring
    Last but not least, as the name suggests, quality monitoring helps managers and supervisors ensure that agents are proactive during customer conversations. 
    Policyholders and other customers approach for various reasons such as complaints, policy information, claim-settlement-ratio, or to understand policies in detail. 
    With call center software, you can constantly monitor agents’ performance and reactions to calls. 
    You can also analyze and monitor your call center’s overall performance. Convin’s call monitoring software helps in reducing average handle time (AHT), increasing first call resolution (FCR), and ultimately increasing Customer satisfaction(CSAT).
Call monitoring software in insurtech quality assurance.

Takeaway Thoughts 

As businesses grow, the demand to retain quality strengthens. 

By adding call center softwares to your SaaS stack, you’re already one step ahead to achieving great success. 

Want to learn more?


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