3 Ways our Customer Service Team can Help

1. Full-service level: receiving and processing all inbound customer service contacts

2. Overflow level: provides service as needed

  • To take calls during peak hours or sudden volumes spikes. Calls unanswered after 30 seconds at your office are automatically routed to our service center.
  • To cover for unexpected staff shortages, team meetings, lunch breaks, etc.
  • To provide extended-hour coverage. If you shut down at 5:00 p.m., we’ll cover your phones until 8:00 p.m. or 9:00 p.m.

3. Disaster coverage level: ensures your business will go on as usual even if your facility is inoperable or overwhelmed because of a significant event. Our knowledgeable insurance professionals will:

  • Respond to phone or electronic communications on your behalf, using a set of scripts and procedures developed with you
  • Provide dedicated, toll-free phone numbers
  • Enter data from calls, faxes, or emails into systems of your choosing
  • Fully document all communications and provide dashboard reports
  • Elevate critical calls to appropriate staff members at your direction
  • Manage inbound and outbound calls for insureds, agents, and third parties
  • Take service, billing, underwriting, and claims calls within your customized parameters, guided by our strict Standard Operating Procedure (SOP)
  • Accept credit card payments (via third-party software)
  • Provide help desk support for agents entering data in Diamond software
  • All above is done with complete transparency to you, but we are invisible to your customers and agents
 
 
 
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Carrier Spotlight: Armed Forces Insurance

  • Needed SMEs for earthquake insurance
  • Full turn-key solution
  • Low-volume and manual interface
 

 
 

 

Want More Details?

Download the BPO Services Information Sheet