Teleperformance has the experience to sell, service, and manage your policy holders to provide an exceptional customer experience and return on your assets.

The proliferation of the internet has dramatically changed the way customers learn about and buy insurance. It has created a very savvy buyer with access to more insurance options and more direct distribution channels. As a result, profit margins are shrinking; lower conversion rates are making acquisition quotas more difficult to attain; and the cost to retain customers is increasing. So, as the insurance industry strives to grow in a very competitive and uncertain market, it is important, at a minimum, to maintain your top line, while reducing overall costs.

Teleperformance has the experience and resources; with both licensed and non-licensed consultative sales agents we can help you sell innovative packages and product options to meet and exceed your revenue goals. At the same time, Teleperformance understands the importance of supporting your growing distribution network including agent relationships, direct marketing channels, as well as the new opportunities created by the internet. In addition, we have the tools and technology to integrate and help you maximize the benefit from all of these channels working together.

Research has shown that customer satisfaction in the insurance industry is closely tied with call resolution. Teleperformance has the people, processes, and technology to make sure your calls are handled right, the first time in a data secure environment. Regardless of the type of insurance: home, auto, life or health insurance, Teleperformance can help you identify and retain profitable customers, improve operational efficiency and grow your enterprise value.

Key Client Benefit:

Teleperformance has the proven capabilities that insurance companies require to manage increasingly complex interactions with your prospects and policy holders including:

• Strong agent recruiting, hiring and training to provide agents to meet your program needs with strong up-sell and cross-sell skills to improve overall share of wallet.
• Ability to recruit, hire, train and retain licensed agents to meet individual state requirements.
• Performance Management tools and processes to accurately measure service performance with real-time, on-line results reporting to enable continuous improvement.
• Data security to ensure your sensitive policy holder information is secure. Teleperformance has award winning security practices and maintains security certifications including PCI, DSE and HIPAA required to be a leader in the industry.
• Ability to leverage a large, geographically diverse, labor pool with the knowledgebase and systems to easily support the dissemination of local market data.
• Integrated IVR / live agent solutions that use the optimal combination of IVR (i.e. either touchtone or any level of speech recognition) and live agent (licensed or non-licensed) to provide the best customer experience based on your program needs.

KPI's Impacted

• Improved First Call Resolution
• Improved Revenue
• Improved Efficiency
• Improved Customer Satisfaction
• Improved Profitability

The Performance Driver™ Advantage:

Human Resource Management
At Teleperformance, our sales and service agents, whether licensed or non-licensed are recruited based on their experience and aptitude for sales and/or service. They are trained, developed and coached to not only meet your program requirements, but all the requirements necessary to meet the Teleperformance standard for quality and performance. We ensure that our agents not only have the training necessary to handle all types of calls effectively including direct response sales, lead generation, product inquiries, and more. Our agents have the ability to convert the sale. Our specialized training process ensures our service agents have the skills necessary to listen, understand and resolve your customer issues the first time and have experience handling customer inquiries, billing issues, claims processing, etc. Our Work At Home agent solution provides the ability to recruit licensed agents from a broader geographic area.

Performance Management
Utilizing our Performance Management tools and processes, Teleperformance is accountable for making sure we are helping you to grow your customer relationships. Our Performance Management practice includes the tools and processes necessary to accurately measure and continuously improve performance. The Contact Center Management System (CCMS) is an award winning, proprietary platform that integrates employee, operations and customer information from a wide range of systems and functional areas into a single web-based application. This real time reporting system is available to all levels of our organization, as well as our clients. Using Teleperformance’s proprietary operational process standard known as TOPS™ we deliver the highest standard of quality and performance in our industry.

Technology
Teleperformance invests heavily in technology so you don’t have to. We integrate and develop the best solutions available on the market to meet all of your policy holder relationship strategy goals. Our technology solutions offer seamless integration between a variety of systems using a single agent interface and resource. We make optimal use of the information available in our clients’ policy holder and operational databases by combining that data with knowledge management applications and analytics that provide intelligent queuing, routing, and dynamic scripts to our experienced Insurance agents.

Interactive & Self Service Applications

Teleperformance has a portfolio of interactive and self-service solutions that will allow you to offer services more efficiently by providing policy holders with the information they need and the ability to complete transactions that may not require a live agent. We can design our solutions to be completely automated or utilize a hybrid of live agent and self-service channels to provide the optimal combination of “high tech/high touch”, in order to deliver the best policy holder experience possible. In addition, Teleperformance invests heavily in leading interactive and self service platforms so you can stay current with proven technology that is fully redundant without the capital outlay. Our technology solutions provide the ability for policy holders to interact with you more effieciently, through the channels they prefer, while providing a positive bottom line impact for you.

Data & Physical Security
Teleperformance understands the extreme importance of information security. We make data security a top priority in all industries, but this is especially important in insurance. Compliance is the foundation for the data and physical security practices for Teleperformance, having certifications for ISO, PCI, DSE & HIPAA. Using this practice, we reduce risk for our clients and help configure technology to ensure your customers' data is secure. Unique to our industry, Teleperformance assigns a CISSP certified security analyst to every account. They act as customer advocates and are responsible for listening to our clients' needs and developing solutions that meet standard, as well as individual client, security requirements.