Insurance Providers – Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies
By Donna Fluss
The healthcare industry is under siege. It’s clear that the government and the public – payers, providers and plan members – are displeased with the current state of medical insurance. The recently enacted healthcare legislation is certain to bring major changes to the industry.
Insurance companies are unfairly blamed for many of the nation’s health care woes because they are the “middlemen” in the process. Although they are not directly responsible for soaring medical costs, they are accountable for the poor and inconsistent service that they often provide to customers. It’s one thing to tell prospects and customers that you care about them via advertisements, and another to demonstrate it when people need help. Delivering outstanding service to people in need is the most effective and proven technique for attracting and retaining customers. It’s also a concept and practice that has eluded too many insurance providers.
Insurance companies need to change the public’s opinion and take control of their own complex operating environments. They need to demonstrate their commitment to clients by consistently delivering an outstanding customer experience while eliminating the complexity and inefficiencies that are the source of the dissatisfaction. The winners will be the companies that institute a culture dedicated to delighting their customers through creative and innovative, but cost- effective solutions. For insurance companies, this includes a focus on customer- centric solutions, like voice and Web-based self-service portals that prioritize customer needs. It also means empowering contact center agents with the information they need to resolve customer inquiries at the point of initial contact.