Compete Like a Giant in Customer Service - Even If You're Not One

Today’s policyholders expect seamless, responsive support at all hours. Large national carriers deliver this consistently. Smaller insurers, however, often face resource constraints, limited hours, and technology gaps that make it difficult to keep pace.   

Our eBook, Competing Like Giants, reveals how Operations and Customer Support leaders can transform service from a cost center into a competitive edge. We outline the market shifts driving higher expectations, the most common service gaps holding teams back, and the practical steps smaller insurers can take to deliver experiences that rival the giants. 

 What You'll Learn

• How today’s customer expectations are reshaping service standards for smaller insurers 
• The checklist used to spot common service gaps such as long hold times, after-hours coverage gaps, inconsistent chat/email support, and rising complaints  
• Six practical actions insurers can take to stay competitive, from surge planning and cross-training to improving IVR routing and expanding access to modern support tools  
• When it may be time to consider a customer service outsourcing company or insurance call center outsourcing partner to improve capacity, quality, and multilingual coverage