CallMiner commissioned a survey two years ago which we repeated this year to find out why UK consumers leave suppliers, and to see what has changed since our last survey.
This report takes a detailed look at the responses from individuals in the UK who switched Insurance companies in the last 12 months and demonstrates the pivotal role that call centres play in whether customers stay loyal or decide to switch.
Our findings uncovered how important it is for Insurance companies to:
- Treat customers fairly and reward them for loyalty
- Recognise and manage vulnerable customers appropriately
- Have knowledgeable, intelligent & skilled ‘super-agents’
In order to keep happy and loyal customers.
Download the report to find out more.