The contact center for an insurance company has become a prime place to generate additional sales. For example, one insurance company identified over 15% revenue growth by focusing on expansion opportunities during interactions with customers contacting their contact centers. The best way to take advantage of these new revenue growth opportunities is to target candidates during the hiring process that are capable of meeting the required skill sets for both sales and service.
By the Numbers
Forrester Research found that 66% of insurance customers don’t apply for financial services (such as insurance) online – instead, they prefer to go through the process over the phone or in person. This is because 52% of these customers want a human assisting them through the process. This helps customers feel assured that they’re making the best choice, gives them the opportunity to have any questions or concerns addressed, and – after they’ve made a choice – have their choice validated by a human. When making a huge financial decision such as insurance, having an employee in the contact center that can provide service and drive sales is key to closing on additional revenue opportunities that otherwise might slip through.
New Plan, New People
With the rise in importance of the contact center in revenue generation, contact center agents will need to be prepared to field a multitude of new questions and face scenarios they otherwise would have been unfamiliar with.
On one end, agents will now need to be more familiar with the complexities of the products they’re being asked about. Answering direct questions from customers and following up with more information will only be half the battle – it is now just as essential to be able to talk about additional plans or other benefits in other plans, comparing them with what the customer is currently considering – all while addressing the customers’ needs. What’s more, the contact center agents will need to be able to do this seamlessly while talking to customers.
Start with Hiring
The best way to address these new trends in a contact center is to introduce it right from the hiring process. Begin vetting candidates to see if they can meet these new needs in order to avoid having to train them later.
This could mean modifying your current hiring process to meet these new position demands, or adding new aspects of the hiring process to what is already being done to bring candidates on board. To start, carefully define the job based on what abilities, behaviors, and skills are needed for job success. Next, consider using targeted questions during interviews. This gives candidates an opportunity to discuss how they would handle multiple responsibilities, answer customer questions, and demonstrate how they could handle a sales role as well as a customer support role simultaneously.
In addition to key interview questions, assessments and job simulations can be two additions to the hiring process that will help identify candidates fit for the new responsibilities of an insurance call center. Assessments such as personality tests, are becoming more common in the hiring process because they can help target specific personality traits that predict job motivation and behavior. Problem-solving tests help measure work ability so you can determine if the candidate can absorb the right amount of information and has the ability to probe for details that might be the key to closing a sale. Job simulations, as the name suggests, enables candidates to prove that they’re able to handle the workload of a position by performing the job in a simulated environment, providing the hiring managers with data on what the candidate did well. Using the hiring process to find candidates that can meet these new company goals means companies will be able to take advantage of new revenue opportunities that have recently been discovered in the insurance contact center.
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Topics: Contact Center Hiring