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Call Center Grades Improve

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U.S. insurance call center representatives are impressing consumers with their level of knowledge.

Insurance company call center customer service reps have earned a score of 80 on a 100-point scale this year in terms of knowledge, up from a score of 75 in 2007, according to researchers at CFI Group USA L.L.C., Ann Arbor, Mich.

The average customer service rep knowledge score for all industries was 76, CFI researchers report.

Insurance reps also outscored the overall average on measures of politeness, speaking in an understandable manner, interest in helping the consumer, and effectiveness in resolving issues, CFI researchers report.

But the CFI researchers found that 17% of insurance company customers complain that their problems are still unresolved after they call the company, and that 43% of customers with unresolved issues have decided to leave the company or are not sure whether to do business with the company in the future.

Only 4% of callers to insurers believe that the call centers they contact are offshore, but 58% of consumers say location would affect their likelihood of doing business with an insurance company again.

“Location of contact centers matters more for insurance customers than for all other industries in terms of customer loyalty,” the researchers report.