No one dials customer service just for a chat—policyholders calling your customer support representatives have urgent needs or want a status update on a claim. As the public face of your health insurance company, reps must be patient but thorough as they read, digest and relay crucial details about a policy or claim.
Now, imagine picking up the phone as a limited-English speaker and being unsure if you’ll be able
When you’re on the hunt for a new services provider, price crops up almost instantly. And that makes perfect sense – affordability has to be one of your primary concerns. But it can’t be your only concern.
There are two kinds of “affordable” options out there: affordable services with long-term value, and affordable services that are just, well, “affordable.” And discerning the difference (ahead of time) is crucial.
An undeniably essential element in a successful claims management operation is happy customers and agents. And that only comes to fruition when you’ve got a solid customer service model in place. (We’re not saying anything new here.) But let’s get a bit more specific and drill down into your multilingual solutions so we can answer two important questions:
Read on to find out how trailblazing interpreting services aid in your company's customer retention and outreach and promote business growth.
When your insurance business depends on properly handled claims, you've got to be conscientious of communication barriers. These barriers will throw some nasty wrenches in your processes.
That serious possibility is now a serious reality – becoming more so every single day, in fact, due to the 61.8 million (and growing) Americans speaking a language other than English at home. So the odds are undeniable: Your business likely has policyholders who don’t speak English well enough to communicate effectively with your call center agents and claims adjusters.
(And if you haven’t seen it, it’ll happen tomorrow. Or the next day. Or it’s already happening and you’re just not aware – which begs the question, how are your agents and adjusters handling these fragile situations?)
When your business relies on a call center to generate sales and support customers, you need as much information about your incoming and outgoing calls as you’re able to gather.
How much data do you have about your incoming and outgoing calls? How about when those calls require the assistance of your telephone interpreting service?
If you have a lot of data on the interactions between your call center representatives and your English-speaking customers, but almost no data on your interactions with Limited English Proficient (LEP)* customers, you don’t have the telephone interpreting call data you need.
We live in a data-driven world. When it works for us, data guides our processes, sizes our budgets, and informs our decision making.
Insurance companies fixate on data. Rightfully so, as claims managers chew on key data points--usage and service level metrics, for example--in their efforts to streamline the claims cycle, find efficiencies, and boost revenues.
As a claims manager, you should consider exactly how your data is working for you. Ask yourself these three questions:
