In today’s digital age, policyholder expectations are increasingly complex and personal, new players and technologies are entering the insurance market, and the workforce is adopting radically new attitudes, behaviors, and approaches to employment. All of these changes directly impact your policyholder experiences and your brand’s reputation in the marketplace, showing how crucial it is to take a strategic approach to managing your policyholder communications.
Differentiating yourself in a competitive space through your brand voice and unique value proposition can significantly affect customer perception and the growth of your business. When done correctly, outsourcing insurance policyholder communications is a value-added method to improve policyholder satisfaction and help you scale operations without diluting or compromising your brand’s voice.
Below, we’ll explore the benefits of outsourcing your communications and review ways to ensure your voice is maintained – without the fear of letting policyholders down or alienating them from the experience they’re used to – even when working with an insurance Business Process Outsourcing (BPO) partner.
Why Are So Many Insurers Outsourcing Policyholder Communications?
There are a few key reasons more and more insurance companies are outsourcing their policyholder communications, all of which can – but need not – impact brand voice and policyholder experiences:
- Lower Operating Costs – By outsourcing communications to an experienced BPO provider, you can save on overhead costs such as salaries, benefits, office space, and training.
- Scalability – When you outsource to the right BPO provider, you gain access to a team of experts who can easily scale your services to meet the needs of your growing business, saving you from hiring in-house staff each time you need extra support.
- Efficiency – When you outsource support services to a reliable BPO, your team of internal experts can spend their time on other business-critical tasks. And because the right BPO can handle large call, chat, or email volumes quickly and efficiently, your policyholders will enjoy short wait times and receive answers promptly.
- Improved Policyholder Satisfaction – By outsourcing to a trusted insurance BPO, you can ensure your policyholders will always be able to get help, no matter how many inquiries come in at once.
Establishing Your Brand Voice Before Outsourcing
When outsourcing support services to an insurance BPO, having a clear strategy is critical to maintaining your brand’s voice. Ensure your potential partner takes the time to listen closely to your business needs as well as your brand identity and attributes. The following practices can help set your company and your insurance BPO partner up for success:
- Clearly Define your Brand Voice
Your brand voice is your company’s personality conveyed through marketing materials, social media presence, and customer service interactions. It should be consistent across all channels, and it should be something that your policyholders can easily recognize.
A clear outline of your brand voice should be shared with your insurance BPO partner so they can understand the specific language and tone you want to be used when representing your brand. This will help ensure that your policyholders receive the same level of service and support that they would expect from your company directly.
- Create Standards for Support Interactions
In addition to defining your brand voice, it’s important to set standards for customer support interactions early on in your partnership. This can include everything from the greeting that advisors use when answering the phone to the way they handle complaints. Setting these standards can help ensure that your brand voice is consistently used across all interactions.
- Find the Right BPO Partner
When selecting an insurance BPO partner, it’s critical to find one that shares your commitment to delivering excellent support. This means finding a partner willing to invest in training their team to maintain your brand voice and meet your standards for support interactions. It’s essential to find an experienced partner that you can trust to represent your brand in a positive light.
Enter Covenir
At Covenir, we’re not an extension of your team – we are your team. We understand that your brand’s voice is the heart of your business promise and directly impacts your policyholder experiences, which is why we work hard to reflect it through everything we do. We care about your business, and we see it like this: when you work with us, your business is our business.
As a trusted insurance BPO partner with years of industry experience, we can handle all of your communication needs with onshore inbound and outbound services. We pride ourselves on the following:
Extensive Industry Experience
We have a deep understanding of the insurance industry and the many different technologies used within it. This allows us to represent your brand as an industry leader with minimal disruption while keeping your voice consistent across all channels. We can help you navigate the ever-changing landscape of the insurance industry and ensure that you’re always ahead of the curve.
Full Policy Lifecycle Support
The insurance lifecycle is a journey, and at Covenir, we have a holistic view of the entire process. From the first call a potential policyholder makes, through the claims process, all the way to policy renewal, we’re here to provide support every step of the way, ensuring that your brand voice and tone remain front and center.
Product Knowledge Experts
Our team will take the time to understand your products inside and out, enabling us to help policyholders choose the best option for their needs while staying true to your brand. Whether it’s providing more information on a product or upselling a higher-quality option, we’ll be there to provide the stellar service that helps you stand out.
Brand Onboarding
The Covenir difference is in our people and our process. Our team takes the time to understand your brand voice and unique needs to provide the best possible service to your policyholders. We execute with precision and care, always keeping your brand top of mind. You can be confident that when you partner with Covenir, your brand is in good hands.
Enhancing Your Brand Experience
Outsourcing insurance policyholder communications can seem like a scary proposition, but it doesn’t have to be. By partnering with the right onshore BPO provider, you can maintain control of your brand and convey your unique voice while engaging with policyholders.
At Covenir, we develop a comprehensive understanding of your needs and then craft solutions that deliver results and maintain the high brand standards you’ve set.
If you’re looking for a forward-thinking partner that can help you engage policyholders and seize new opportunities, contact us today.