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Derive actionable insights from customer touchpoints that happen over multiple channels. Turn the insights into valuable data to close deals, improve policy renewals, handle call volumes, respond to queries, and assist with new policy regulations.
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Don’t lose sight of quality and compliance amidst handling massive inbound and outbound calls. Build a custom scorecard to track agents’ performance based on HIPAA, PCI, SSAE 16 (SAS 70), ISO, CFPB regulations, and conversation quality parameters. Track 100% of calls and gain visibility into agents’ following call scripts and abiding by insurance services rules & regulations.
Automated Call QACustomer care is a core customer service segment. And agents seek recommendations in the form of best practices to treat customers better when they approach the company. Recommend best practices and winning behavior data to deal with difficult customer questions and objections. Encourage agents to replicate actions and phrases that stand out as positive responses. Address claims inquiries tactfully while keeping customers happy and satisfied.
Call Behavior AnalysisAgents are at a loss of resources and documents when handling different insurance industries, claim inquiries, and quote processing, while simultaneously offering quality and compliant support. Employ automated coaching to bring the latest insurance product, promotions, and price offerings for different industries and build customized insurance plans. Improve key CX metrics–CSAT, AHT, and FCR by empowering agents through peer-to-peer coaching.
Automated Agent CoachingStaying one step ahead of customers’ movements is the best way to retain and invite new customers. Allow customer intelligence to analyze 100% of customer conversations to extract information on customer objections, sentiments, preferred communication channels, emerging customer trends, and fresh opportunities in the form of customer demand.
Conversation Intelligence
Retain and win more policyholders by investing in agent performance and customer experience management.
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Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.
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