Insurers are at risk of losing dissatisfied customers because of their failure to invest in their call centre operations, a new white paper has claimed.
The paper called Boardroom Challenge was put together by call centre specialists Port@l.
Port@l chairman Glenn Hurley said insurers that neglected the development of their customer-facing staff were shoring up unnecessary levels of risk for their shareholders.
Hurley said Port@l's research showed staff attrition was a major factor in the failure of call centres to fulfil their return on investment potential and tendency to incur higher than expected costs, but almost two thirds of call centres had no staff retention policy.
"It's only by investing in building a well-trained, stable, motivated workforce and treating staff as a precious asset, pivotal to central strategies, that companies will promote customer loyalty and retention," he said.

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