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To accommodate the new remote work environments, insurance providers relied heavily on technology so that employees could continue to work and remain connected to distributors and clients. In turn, digital tools took the place of face-to-face encounters, requiring greater dependence on connectivity.

Today, insurance providers still rely heavily on email to communicate with members. However, 45 percent of respondents in our recent Omdia survey, Rebuilding Trust in Calls, 2021, said the phone is their most important communications channel for reaching customers.

Branded Call Display (BCD) helps insurance providers modernize the phone channel so that it’s consistent with their omnichannel digital experience. It also helps insurers increase answer rates by up to 56%, while reducing costs, improving engagement, protecting their brand and reversing revenue loss.

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Survey says!

Here’s what insurance enterprises said:

45%

Indicated the phone as the most important communications channel to reach members

82%

Ranked payment reminders as their most common type of outbound call; followed by general reminders and cancellation alerts

45%

Reported that outbound call volume was slightly higher than a year ago

100%

Said over 10% of calls were mistagged as spam; over half reported mis-tagging rates of over 20%

45%

Indicated revenue loss of at least 10% as a result of call blocking and tagging

82%

Said they definitely or probably need a branded call display solution

Source: Omdia survey, Rebuilding Trust in Calls, 2021.

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