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New TeleTech Research Uncovers the Secret to Customer Satisfaction During the Claims ProcessDENVER, Nov. 30, 2015 /PRNewswire/ -- TeleTech Holdings, Inc. (NASDAQ: TTEC), a leading provider of customer experience, engagement and growth solutions, has published research on what matters most to customers when they file a property and casualty (P&C) insurance claim. The research is based on results from the 2015 TeleTech P&C Customer Satisfaction Survey. New home and auto insurance customers make up less than five percent of the entire market, according to Bain.1 As a result, growth comes from either retaining policyholders or stealing them from competitors. Many variables work together to make up the claims experience—understanding and focusing on the right levers to drive customer satisfaction is key to staying competitive. The 2015 TeleTech P&C Customer Satisfaction Survey asked more than 300 consumers about how the claims process influences customer satisfaction. The results showed that multiple factors are involved from how policyholders were treated to the claims process and channel interactions. As the claims process can be complex, it requires advanced analytics to determine what variables are most impactful to driving improved customer satisfaction. TeleTech's research confirmed that channel-specific satisfaction is important to overall satisfaction and that a cohesive omnichannel experience is critical:
"Because the claims process is such a critical event in the life of a P&C insurance customer, it's paramount that insurance providers get it right," said Weston McDonald, senior vice president, TeleTech Financial Services Business Unit. "They need to use new methods of analyzing policyholder data to understand not only what has the most impact in driving satisfaction, but also where to focus to improve customer satisfaction. By truly understanding key drivers, providers can be more effective at improving the customer experience and increasing customer retention." To learn more about what really satisfies policyholders and the best practices to optimize the customer experience throughout the claims process, download the full TeleTech research report. 1 Bain, 2015 ABOUT TELETECH
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To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/new-teletech-research-uncovers-the-secret-to-customer-satisfaction-during-the-claims-process-300185548.html SOURCE TeleTech Holdings, Inc. |