Solutions by Industry

Call Center Optimization

Insurance carriers’ call centers play the valuable and visible roles of servicing and selling to both policyholders and prospects. As such, increasing resources and effort are being devoted to improving call center productivity and increasing customer satisfaction. In this environment, it is critical to implement a Test & Learn™ approach to decision-making to ensure that new initiatives generate sufficient returns to justify a full rollout. Accordingly, many insurers have begun testing a wide range of new call center programs in an effort to answer questions, such as:

  • How does a new technology introduction impact call center agent performance? Is there a corresponding impact on customer satisfaction?
  • What is the total incremental profit impact of outsourcing calls to a 3rd party service? Is there any degradation in customer satisfaction? Do certain customer segments or call types seem more or less receptive to speaking with 3rd party agents?
  • Can a new cross-sell focused training program drive significant improvement in call center sales? Can the program be targeted to specific agents?

APT's Test & Learn for Policyholders™ and APT's Test & Learn for Producers™ are leveraged by leading insurance companies to make key tactical and strategic decisions to improve customer service and optimize call center performance.