1、US Contact Center Verticals:InsuranceSponsored By 2 US Contact Center Vertical Markets:Insurance ContactBabel 2024 Please note that all information is believed correct at the time of publication,but ContactBabel does not accept responsibility for any action arising from errors or omissions within th

2、e report,links to external websites or other third-party content.Transform yourinsurance call center.Talkdesk streamlines the insurance experience by providing unified customer context in one platform and the ability to personalize engagement in customers preferred channels.FINANCIAL SERVICES&INSURA

3、NCE|INSURANCELEARN HOW 4 CONTENTS Contents.4 List of Tables.5 US Insurance Contact Centers:Executive Summary&Outlook.7 Introduction.8 Market Sizing.9 Structure.9 Growth.14 The Use and Effect of Omnichannel.15 Inbound&Outbound Activity.16 Technology.18 Human Resources.21 Salaries.21 Agent Attrition.2

4、2 Agent Absence.23 Operational Benchmarking.24 Talk Time.24 Call Duration.25 Speed to Answer.26 Customer Experience.27 About ContactBabel.31 5 LIST OF TABLES Figure 1:Insurance contact centers and agent positions,2016-2023.9 Figure 2:Average Insurance contact center size,2016-2023.10 Figure 3:Insura

5、nce contact centers by size,2017-23.11 Figure 4:Insurance agent positions by size,2017-23.12 Figure 5:Insurance contact center jobs by size,2017-23.13 Figure 6:Insurance agent positions and contact center forecasts,2023-27.14 Figure 7:Contact center inbound interactions by channel,2016-2023-Insuranc

6、e.15 Figure 8:Insurance-number and proportion of outbound agent positions,2017-23.16 Figure 9:Outbound call types:Insurance.17 Figure 10:Insurance contact centers:use of technology,2023 vs industry average.18 Figure 11:Insurance contact centers:use of technology,2023&2027.19 Figure 12:Average Insura