KPMG Czech Republic: Research into quality of insurance companies’ infolines and representatives
Main findings of the study:
With infolines the quality of the provided information was usually very good. The operators’ knowledge of the offered products was on a high level and in most cases they were able to provide relevant information.
The quality of service provided by the companies’ representatives differs even within one insurance company, depending mainly on the size of the particular office. While bigger offices provide better quality of information, the small ones offer more personal approach.
With nine out of ten operators, the approach to clients was on a good professional level. The approach of the representatives depends on how they judge the client. If they suppose the client only comes to get information, they are not as active as with clients who apparently come to make a contract.
Six of the ten insurance companies tested enable their operators to call clients back. All the operators who agreed on such call did make it in the appointed time. Six companies allow their operators to send clients information by e-mail. Three of them really did send the required information while three did not send any information at all.
Active cross-selling was an exception with both operators and representatives. It was evaluated as one of the services the insurance companies should concentrate on in terms of improvement.
To read more about the findings of the study follow this link
