The Enterprise Call Experience in 2023: Insurance

Don’t let negative call experiences impact your revenue

For insurance firms, the phone channel still plays a critical role in their multichannel outbound communications strategy, along with other channels. However, poor call experiences like robocalls, spam mistagging and fraud have a negative impact on revenues.

The total impact of calls not getting answered by customers results in the need to make more calls, increased costs and reduced customer satisfaction.

In late 2022, we commissioned Omdia to conduct a survey of enterprises (across seven industries) that make large volumes of outbound calls to gain insights on current challenges and opportunities when it comes to the customer call experience.

Read the new eBook for key findings regarding insurance respondents, including: 

• The call experience is closely tied to overall brand perception.
• Calls are being mis-labeled as spam or blocked.
• The use of branded calling features, especially the addition of a logo or photo to the mobile display, will help get more calls answered.

Find out how TruContact™ Branded Call Display (BCD) and Phone Behavior Intelligence (PBI) can help you get more calls answered, enhance the customer experience, and increase revenues.