Category: Insurance


Category: Insurance

West Corporation

Posted on June 29, 2016 by West Corporation 


Cooking up Customer Loyalty

Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.

Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >

West Corporation

Posted on June 20, 2016 by West Corporation 


The Unique Recipe for a Connected Customer Experience

Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:

While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy

Gordon highlights three big moves organizations can make to address this struggle:

  1. Evaluate where you are and where you want to be
  2. Identify gaps in communication between the two
  3. Prioritize next steps based on mutual value to the brand and customers

Click here to read the full article and dive into each step.

West Corporation

Posted on March 17, 2016 by West Corporation 


Frost & Sullivan Awards West for Proactive Notifications Product Leadership

West is a proud recipient of Frost & Sullivan’s 2015 North American Product Leadership Award in the Contact Center Outsourcing IndustryFrost & Sullivan AwardIn the wake of customers’ ever-increasing demand for self-service, mobility and an overall-outstanding customer experience, we are privileged to help brands deliver leading communication technology and winning engagement strategies.

Frost & Sullivan recognized West for innovative multi-channel notifications/alert solutions, clear commitment to building lasting partnerships, and accelerated client growth over the past two years. View the press release here.

They graded West’s overall performance based on a wide variety of criteria such as reliability, performance, design and positioning. West scored an overall rating of 9.00, with the closest competitor trailing at 7.75. Read More >

West Corporation

Posted on January 22, 2016 by West Corporation 


Is Your IVR Out of Shape?

Voice self-service is a lynchpin for most companies’ customer service roadmaps. Optimization strategy can make it exceptional. Having seen the retail industry’s customer service influence across all verticals, we at West have witnessed the importance of evolution firsthand.

The consumer-driven world in which we live has spread the demand for accurate, immediate care when it comes to anything from pizza delivery, to air travel and even to choosing an insurance provider. Retail has set a standard that companies in every industry are being challenged to exceed.

While few would venture to argue against the need to drive an individualized customer experience, it is all-too-easy for brands to neglect helping voice solutions grow beyond their infancy stage.

Yes, we need to create a customer experience that evolves with our customer’s needs. But how does a company shift beyond stating the obvious to moving toward a more finite means of accomplishing customer satisfaction? Read More >

West Corporation

Posted on July 13, 2015 by West Corporation 


Insurance Claim Spin Cycle

My washing machine croaked. It wasn’t one of those slow and reasonable deaths we saw coming; it was a sudden, painful and sopping wet mess. 

The machine filled for two full hours, flooding the laundry room and kitchen. A slow trickle into the basement didn’t seem like a tremendous deal until, hours later, hanging pictures crashed, revealing just how saturated our drywall had become. Dirty clothes, ripped up flooring and industrial-strength fans haunted us for weeks; getting a new machine was the least of our problems.

This all went down months ago, but I can’t rinse away the memory because my insurance company seems to be taking us for a spin: We filed a claim. We followed up on the claim. And we waited for a response. And we had our house put back together. And we followed up. And we paid bills. And we worried. And we followed up. And weeks passed; our lives went on. And we got frustrated enough to follow up again… The saga repeats.

I won’t throw this company under the bus because it’s an all too common story. Ten years ago – even two years ago – we wouldn’t have expected anything different from an insurance provider. However, brands selling everything from pizzas and pharmaceuticals, to air travel and package delivery, have upped their game in our modern, consumer-driven world. Customer service isn’t only immediate, it’s proactive. Before I even think to check in for my flight, a notification that things are on schedule is sent straight to my cell phone. I’ve been programmed to get what I want when I need it, and now I count on it.

So what do I want from my insurance company? Immediate, frequent and accurate interaction, via the channels I’ve selected. I want peace of mind and reassurance for my family.

Speed and transparency of the claims process are top-level concerns among policyholders; and research shows that our propensity to switch providers jumps nearly 20% just by submitting a claim. Meanwhile, steep competition in the marketplace makes that likelihood tough for most insurance companies to stomach.

Although it sounds like insurance companies face an uphill battle when it comes to claims, there are strategic solutions to automate more of the customer care experience.

Smart, automated self-service has been shown to vastly improve companies’ productivity, profitability and customer satisfaction – increasing the frequency of interaction, while exponentially decreasing the money and human resources allocated for it.

Check out this infographic about boosting the success of your IVR with a few best practices from West:

  • Incorporate data to heighten caller authentication and verification, trimming time and frustration.
  • Integrate proactive SMS/text notifications to preempt inbound customer calls and decreases repeat calls.
  • Empower customers to help themselves 24/7×365 with user-friendly interfaces on multiple channels
  • Enable callers to speak naturally and self-serve more quickly with speech recognition applications.

Give your customer experience a boost. Get claimants like me out of the self-service spin cycle. Experience Connected.

West Corporation

Posted on October 28, 2013 by West Corporation 


The Joys of Travel

Travel seemed so glamorous when I first started working. The chance to leave town for a couple of days, see a client or two and enjoy the time away from the office. “And wouldn’t international travel be even better?” I thought. Flying halfway around the globe to visit a client in another country. That would be cool.

I have been fortunate, or unfortunate depending on your view, to have this opportunity. Not long ago, I had a chance to go to the Philippines. I flew roughly 30 hours, one way, for a four-hour meeting, only to fly home the next day. Uh, maybe not so sexy.

After being cramped up on a plane in a coach seat for roughly 60 hours back and forth, I tried to use my credit card in the San Francisco airport, only to have it denied. I had no food or water in my travel case, hadn’t eaten in 24 hours, and was fairly miserable after being up for more than 24 hours. When I landed in Chicago, I called the bank to find out why my credit card would not work.

My experience went something like this: I called the bank’s 800 number, and listened to the IVR for 30 seconds as I walked through O’Hare carrying my bag and briefcase. “How can I help you?” the IVR asked.  Since I knew the IVR would not understand, “Make my card work!” I navigated the IVR, input my card number, gave the IVR my name — all of the usual information to identify me as a cardholder, only to find out the IVR couldn’t help me.

Because I am in the call center business, I said, “agent,” trying to effectively bypass the remaining the IVR prompts and applications. If you have never traveled through O’Hare, just let me tell you it is not the quietest place in the world. I found myself yelling, “AGENT!” at my phone as travelers looked at me.

When that didn’t work, I hit “0” a bunch of times … maybe 50. Or it felt that way.

After this mess, I finally landed with an agent. Her first question was, “Can I have your card number?” You gotta be kidding me. I just spent five minutes in the IVR giving it to the automated system. The IVR didn’t collect and pass that information to the agent, and subsequently the agent didn’t recognize me, even though I had a credit card, mortgage, savings account and investments with the bank.

After giving the agent all of the information I had just provided to the IVR, she proceeded to tell me that since I had not told the bank that I would be traveling internationally, they canceled my credit card. No warning. No text message. No phone call asking if I was out of the country using the card. No email to either my work account or home account. Nope. They just canceled it. And by the way, for my convenience, they would issue me a new one. In 10 days. 10 DAYS!? Really?

I found myself in a heated discussion with the agent about the available technology for the bank to call me, text me or email me immediately about suspected fraud. None of this widely available technology was being used by the bank. Ugh.

One last thing: I had no idea how I was going to get my car out of the parking garage without a credit card.

Needless to say, this experience caused quite a bit of friction between the bank and me. It could have been avoided. The bank could have reduced my frustration (and likely many others) had it tracked various customer journeys and implemented various technologies that enable data to transverse the various IVR, Web and agent channels and applications.

I am no longer a multiple account holder at that particular bank. And I wonder how many other people the bank has lost due to its inability to leverage technology that persists data across channels and applications across its customers’ journeys.

West Corporation

Posted on February 14, 2013 by West Corporation 


Consider Automation When Regulations Require More Calls

Financial and insurance companies have a multitude of regulations to follow based on the legislative acts passed in recent years. Regulations now require companies to disclose account information that in the past has not been shared with consumers. Or, in some cases, companies are required to ensure that they have done due diligence to talk to a consumer or consumer’s relative regarding an account before they can take an action such as to closing the account, charging a fee, or taking the account to a collections agency. A lot of times these disclosures cause the consumer confusion and lead them to call the company. And, more calls equals more costs. Read More >


West Corporation

utility-side-menu