HoduSoft

  Whenever people contact their insurer, they usually do so after a serious event. It can be after the demise of a near or dear one, an accident or a calamity, or an illness or hospitalization. In such scenarios, expecting the resolution of their queries and issues in the very first contact itself is only natural. That’s why the first contact resolution (FCR) rate holds utmost importance in the insurance sector. The FCR rate of an insurance company not only indicates operational efficiency but also the customer experience it provides. To ensure that a majority of customer queries and issues are resolved in the very first instance itself, routing all incoming calls and customer interactions to agents with the right skills and expertise is extremely important. That’s where skill-based routing comes in. This article explores the role skill-based routing plays in enhancing FCR rates and eliminating the need for follow-up calls or escalation. Why Do Insurance Companies Need to Ensure ...

  If you are in the financial sector, then you must do whatever it takes to ensure that your operations run as smoothly as possible and your customers have the highest degree of trust in your organization. One of the best ways to do so is to provide high-quality and reliable customer service. When a financial institution provides timely and effective customer service, the respect it earns is admirable. As an owner of a financial institution if you are looking to bolster your operations and empower your organization then you should consider leveraging the right call center software . The right call center software can empower your financial institution by the following ways: 1. Cost Savings The right call center software can save financial institutions a lot of costs starting from communication costs to operating costs. As call center software runs on Voice over Internet Protocol (VoIP) technology, it cuts domestic and international communication costs in the range between 50 and...

  Would you be surprised to know that banks and financial institutions have been pioneers in adopting contact center software to provide high quality and tailored services to their customers? In today’s rapidly-transforming digital age, customers are expecting much more from their banks and financial institutions. For instance, stats published by Marketing Tech News asserted that global banks are losing 20 percent of their customers to poor customer service. That’s not all! Many customers won’t hesitate to switch over to another bank if they get superior customer experience from elsewhere. A Temkin survey found that 70 percent of respondents said they will leave their bank if they get poor service than poor products. In such circumstances, banks and financial institutions must leverage the right technology tools that can enable them to provide high-quality customer service. And one such tool is contact center software . This article discusses the role of advanced contact cente...