Poor call centre performances driving motorists to go online for insuranceWritten by Richard Green
In their efforts to cut costs more and more finance companies are looking to use offshore call centres to provide their customer services and administration. This is especially prevalent in insurance industry, where it seems as if there is a newspaper announcement of previously UK based services migrating abroad every day. As more insurers use offshore call centres, recent research from Swinton insurance shows that motorists are increasingly turning to internet to find best deal on their car insurance.
Drivers are constantly advised to search around and obtain multiple quotes when it comes to renewal time, with recent research showing that drivers needed to obtain at least seven car insurance quotes to be likely to have found their most competitive deal, on average £52.26 better than their first quote. However with 47 per cent of those looking for car insurance taking more than ten minutes to obtain a single quote by phone, while a single quick search on a website like Moneynet, or Insure Supermarket can provide immediate comparisons of tens or hundreds of car insurance providers, it is understandable that people are turning towards internet as a means of shopping around for best deals.
It is not only length of time taken by call centres that motorists appear to have a problem with. The study found that number of motorists looking for car insurance online has now reached 681,000 with many of them citing poor call centre performance, and doubts over efficacy of call centres as main reasons why they are no longer using phone to obtain insurance.
Most of those questioned indicated that concerns over levels of customer service provided by call centres, with offshore centres targeted in particular, was a major factor for them fuelling a move from phone to internet. Rightly or wrongly, most of those surveyed felt that service provided, and time taken for problems to be resolved, by offshore call centres would be slower, when compared with their UK call centres counterparts. Despite high levels of respondents reporting being unhappy with customer service provided by UK call centres, and general levels of dissatisfaction with call centre staff growing, phone is still most drivers' favoured method of buying cover. Swinton claims almost two thirds of UK motorists indicated they use phone to buy their car insurance, while number of motorists purchasing their cover online has now risen to 23%. The AA have stated that figures are actually closer to 40% of all new car insurance now being arranged on internet, with online sales of car insurance last year growing by nearly two-thirds.
Debt Consolidation Refinance Loans - A Great Way To Lower Your BillsWritten by Carrie Reeder
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