To accommodate remote work environments, insurance providers have begun to rely more heavily on digital tools like the phone vs. face-to-face encounters, to connect with customers. But customers hesitate to answer due to robocalls and scams.
Anti-robocall mandates like STIR/SHAKEN call authentication can also mistakenly label calls as spam — or even block them. Solutions like TruContact™ Branded Call Display (BCD) can help insurance providers modernize the phone channel so it’s consistent with their omnichannel digital experiences. BCD also helps insurers increase answer rates, reduce costs, reverse revenue loss, and protect their brands
In January 2021, Omdia conducted a survey of entities that make large volumes of outbound calls to gain insights on current challenges and opportunities of the customer call experience.