Customer Service in the Insurance Industry: the Baby Boomers Are Coming


Share on LinkedIn

With the num­ber of retir­ing baby boomers increas­ing, it’s time to assess cus­tomer ser­vice in the insur­ance indus­try. Is your insur­ance call cen­ter ready to serve this pop­u­la­tion? Do your call cen­ter employ­ees know how to uncover needs, rec­om­mend plans, and explain cov­er­age? The Baby Boomers are com­ing, are you ready?

Prepar­ing for this increase in ser­vice needs takes three impor­tant steps: hire qual­ity agents, train your staff, and cre­ate an envi­ron­ment of con­tin­u­ous learning.

Step One — Hir­ing: What qual­i­ties do you look for?

Have you heard of the say­ing, “Hire the smile; train the skills?” Cus­tomer ser­vice rep­re­sen­ta­tives are truly the voice of your com­pany. When you’re look­ing to hire new employ­ees to pre­pare for the increase in ser­vice needs, keep the fol­low­ing five char­ac­ter­is­tics of the HEART Model in mind:

Hear and Under­stand: Does the prospec­tive insur­ance employee show good lis­ten­ing skills? Does he or she ask clar­i­fy­ing ques­tions to ensure understanding?

Expect the Best: Does the can­di­date exhibit a pos­i­tive out­look? Is he or she excited about the prospect of work­ing for your company?

Act with Integrity: Can the appli­cant give exam­ples show­ing how he or she has responded with integrity in prior work or school situations?

Respect Diver­sity: Is the can­di­date open-minded? Ask the appli­cant to share how he or she would han­dle a call with cus­tomers from diverse back­grounds, of var­i­ous ages, and with dif­fer­ent health care needs.

Tran­scend Your­self: Ask the prospec­tive employee to share some cur­rent goals. Is he or she will­ing and inter­ested in learn­ing new skills?

Step Two — Train­ing: How do you pre­pare employ­ees to succeed?

When hir­ing new employ­ees, it’s impor­tant to equip them with the skills to achieve suc­cess. Call cen­ter agents need to be able to serve callers quickly in a way that leaves cus­tomers sat­is­fied and pre­vents call­backs. How do you achieve these results? Pro­vide cus­tomer ser­vice train­ing! Train­ing will improve cus­tomer sat­is­fac­tion scores, reduce the num­ber of call esca­la­tions, and keep insur­ance rep­re­sen­ta­tives engaged and motivated.

Step Three — Ongo­ing Learn­ing: How do you set a prece­dent for con­tin­u­ous improvement?

Once new employ­ees are meet­ing call qual­ity stan­dards, train­ing shouldn’t stop. In order to keep your staff per­form­ing at their opti­mal poten­tial, cre­ate oppor­tu­ni­ties for con­tin­u­ous improve­ment through ongo­ing coach­ing, brown-bag learn­ing lunches, on-the-job activ­i­ties, and men­tor­ing pro­grams. Stud­ies have shown that effec­tive learn­ing depends largely on what hap­pens after train­ing is over. This is the stage when the ideas learned in train­ing are rein­forced and become a part of the employee’s skillset.

If you want to be pre­pared to serve the aging baby boomer pop­u­la­tion, imple­ment these three steps. Agents will have the con­fi­dence to answer insur­ance ques­tions and serve cus­tomers to their best abil­ity. You will not only have sat­is­fied cus­tomers, you will have sat­is­fied employees.

Republished with author's permission from original post.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here