Alorica helps P&C insurers provide exceptional, high-touch support to customers. These contented customers are worth three times more in lifetime NPS® value than passive customers.
YOUR CARES? YOUR CONCERNS? COVERED.
Look – we get it. We really, really do. Your customers need your product— but they don’t necessarily want to buy it. It’s not something shiny and new they can show off to their friends. They can’t hold it in our hands, drive it down the road or invite their families in. BUT…you are an investment! A mainstay in a sea of churning unknowns.
Yes, your customers can be fickle – constantly chasing that better price tag – but they’re also tremendously loyal. You give them peace of mind, make their lives easier and buoy them when the waters get rough. Let us do the same for you.
We fully embrace our vision to ‘make lives better…one interaction at a time.’ We’ll do it for you, and we’ll do it for your customers.
CHARTING THE RIGHT COURSE
It’s no secret that customers can be sensitive to price, especially when it comes to insurance. Recent trends reflect that customers are happy to stay with their current carriers and take out multiple policies—if their premiums do not increase dramatically. Maintaining customer satisfaction, then, becomes of paramount importance to carriers wishing to improve their NPS® and CSAT scores.
On the other hand, there are customers who value peace of mind over and above their premium amounts. These customers are extremely loyal (and hard to acquire), and traditionally require more complex policies, necessitating more personalized service from knowledgeable staff. Companies that offer services focused on convenience and loyalty often corner the market with these affluent buyers.
At Alorica, we understand the delicate balance required to serve customers who are price conscious as well as those who expect top-notch customer care. And isn’t that who you want serving your customers?
We’ve partnered with some of the world’s best insurance companies to create insanely great customer experiences. Along the way, we’ve gained a profound familiarity with the current P&C landscape. Combine this with our dedicated, focus-on-the-people passion and it means we love what we do, and we are all pepped to create the best
Your sale is as much intellectual as it is emotional. And your service needs to be, too. Brands that inspire their customers to create ‘buzz’ and promote their positive experiences will experience greater success. We create insanely great customer experiences. It’s the core of what we do. Alorica helps P&C insurers do this by concentrating on customer attitudes and providing exceptional, high-touch support. These contented customers are worth three times more in lifetime NPS® value than passive customers. Great service is the key!
1. “Wow” Your Customers
Great customer service is the name of the game that everyone plays. Yes, we want to hook your customers with phenomenal customer experiences, but not only that. What we really want is to delight your customers with the unexpected. This is how we transform an expected service to something that really “wows”—and gets your customers talking. Alorica will apply that “wow” factor to improve CSAT scores or create loyalty programs. From day-to-day interactions to advanced analytics, Alorica will work with you to tailor a top-notch, personalized customer experience. You are guaranteed a solution and service that WOWs.
2. Omni-channel, Omni-channel, Omni-channel
“Omni-channel” is more than the latest buzzword in the customer service industry – it’s the practice of being available 24/7 for the right customers at the right times on the right platforms. As a pioneer provider of true channel solutions, Alorica has the know-how to go digital for the tech-savvy or keep it analog for the more traditional—the choice is yours. Not sure what channels are best? Don’t worry! We will help you understand exactly which channels make the most sense and we’ll provide analytics to ensure each channel is properly segmented and staffed.
3. Be Selective
Choose your customers with care. Alorica’s dedicated Center of Analytical Excellence uses demographic, geographic, and behavioral data to build predictive models tailored to your customers’ wants and needs. We take a proactive approach—including reaching out based on life events—to ensure satisfaction, exceed expectations, inspire loyalty, and make the most of every dollar spent to get and keep your customers.
YOUR SUCCESS IS OUR SUCCESS | CASE STUDY
Objective : Strategic current client chose Alorica for flexibility and scalability. The client was looking to expand service offerings to their customers while still providing the same level of exceptional support their customers had come to rely on.
Experience : The partnership program has been highly successful with tenured agents in domestic and offshore locations offering 24/7 support 365 days/year. Our partnership has successfully operated for over 15 years.
Results : Account has grown to support hundreds of lines of business for multiple sub-clients. Alorica reduced client costs while maintaining client volume and complexity, and AHT decreased by 2 minutes across the entire enterprise.