According to American Customer Satisfaction Index and the Financial Services Customer Experience Survey 2008, 26 per cent of insurance customers will switch their insurance providers, based solely on one bad experience with a call center! It is clear that customer experience can make or break a deal for insurers. And the need to care for customers as efficiently as possible has never been more critical, thanks to increased competition from newer providers who aggressively use the Internet as a channel. Through this article, the author suggests the six most critical challenges that customer care executives in insurance companies should address to ensure a better customer experience and thereby deliver growth for the company.
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