Solutions for Insurance
Insurance companies handle huge numbers of calls dealing with claims filing and status which offer significant opportunties for automation. Large insurance clients have outsourced this function to First Data Voice Services and seen a tremendous increase in calls handled without CSR support. Some examples of insurance-specific applications include:
- Automated support on how to file claims
- Fax/e-mail capture for delivery of claim forms
- Claim status inquiries
- Outbound notification of claim status information
- Account information update (name change, address change, etc.)
- Bill payment
Customer Case Study – Insurance & Financial Services
Insurance Provider Migrates From In-House IVR System to FDVS Insurance IVR Applications, Improving Automation by 25 Percentage Points in Just Six Months
Challenge
A leading provider of insurance and financial services, with more than 70 million customers worldwide, had created an in-house voice response system. The purpose of this effort was to offer callers an automated service to answer questions without the intervention of an agent. They had repeatedly missed automation targets over a several year period, and 73% of all calls were ultimately connected to an agent. Read more…