Must Use Call Center Software Features in an Insurance Agency

The insurance industry has been one of the most competitive industries and with increasing threats and risks to life and health; people have started opting for more and more insurance products. This has attracted more agencies to be part of this growing business market. To beat the competition, along with the best insurance product portfolio, an insurance agency also needs to have a well defined customer care channel. The call center software for insurance companies can be a perfect solution to set up a reliable customer care center and improve customer satisfaction and retention. 

Usually, the best call center software covers major features that can be used in any industry to improve customer care. However, the industry specific solutions get developed by keeping the niche requirements of customers of that specific industry in mind. Therefore, a call center solution for the insurance industry would be much better than a generic contact center solution. 

Sometimes, it becomes difficult to identify if the software you are considering is the right and exclusive call center software for the insurance industry or not. Thus, it becomes necessary to check for the must have features in this software. Moreover, insurance agencies must use these features to level up their customer care and sales games. 

Let’s look at the top must have features in your call center software for insurance agencies: 

CRM integration 

This is the must have and must use feature in the call center software for the insurance industry. A customer can have multiple policies, products, etc in his portfolio. Moreover, one customer may have multiple family members that are beneficiaries of the insurance policy. To ensure agents can impress clients by having all this information in front of them while handling customer calls, it is necessary to use a CRM integrated call center solution 

Omnichannel communication 

An insurance agency cannot skip omni channel communication in its contact center solution because customers use multiple communication platforms to reach out for customer support. Not having any vital communication channel can lead to major concerns and challenges. Thus, it is necessary to use an omnichannel call center solution, so omnidirectional customer care can be delivered. 

Self serving features 

All call center solutions provide self service features to cater to clients that have common issues and challenges. This eliminates the need of staying in the call queue and tells the whole story to agents. In the insurance industry as well, customers can have common questions like a due date to pay a premium, a claim date, a penalty for missing a premium, details of an insurance cover, etc. The self serving features help customers to access the required information related to their policies automatically from the software without worrying about call queues. 

Sticky agent call routing 

In the insurance industry, it is necessary to focus on building a strong bond with customers. The sticky agent feature available in the call center software is necessary for insurance companies to achieve this bond with clients. This is one of the automatic call distribution features, but all contact center solutions for insurance companies might not have this feature. It is necessary to get it because every time a customer connects with the support center, this feature will connect the client to the same agent. This will create an impression of having a dedicated customer relationship manager. 

Voice and SMS broadcasting 

A call center solution for the insurance industry must have voice broadcasting and SMS broadcasting features because they can be used to reach the masses without involving human agents. In an insurance agency, there can be some alerts and announcements that must be conveyed to customers. The broadcasting features make it easier and faster to convey these messages. If you use a CRM integrated call center solution, the messages sent to the masses can be personalized with the name of the customer. 

Reports 

This is another must use feature of an omnichannel call center solution. It gives information about the performance of different success metrics. Managers can review channel specific and campaign specific reports in the call center software to inspect different patterns to improve customer care. The best call center software can also have custom reports to provide tailored information to insurance agencies. 

Concluding notes 

The call center solutions have several utilities in almost all industry verticals. With the increasing demand for this software, industry specific solutions are also made available to set up a customer care center. The insurance industry is one of the industries that use this software to serve its clients with the best customer care services. Therefore, different contact center solutions for insurance companies are now available in the market. To leverage the available advantages of using this software, it is necessary to use all vital features of this software as discussed in this article. 

If you are looking for features rich call center software for insurance companies, then iCallify can help. The company has the best solution to offer. To know more, please visit https://icallify.com/contact-us/