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June 19, 2009 at 08:00 PM
Customer satisfaction with insurance industry contact centers has improved for the second straight year, a consulting firm says.
CFI Group USA L.L.C., Ann Arbor, Mich., which does business as the Claes Fornell International Group, says the insurance industry’s Contact Center Satisfaction Index score has increased to 79 out of 100, from 74 a year ago.
Insurance industry customer service representatives received a score of 86 on the satisfaction index, and that is the highest score achieved by reps in any of the private industries measured, CFI says.
CFI has calculated the satisfaction scores using results from an Internet-based survey of about 2,200 people.
The larger insurance companies have achieved almost perfect customer service rep satisfaction scores, CFI says.
The insurance industry is “doing a lot of things right,” says CFI Chief Executive Sheri Teodoru. “They’re not off-shoring…. They’re resolving a lot of problems on the first call.”
The perceived level of offshore contact centers in the insurance industry registers at only 2%, 9% below the private industry average, according to CFI.
About 72% of callers have their problems resolved on the first call, compared with an average of 63% for all private industries.
