The virtual call center offers several advantages over its traditional premises-based counterpart, and insurance companies that leverage it have access to a wide range of tools to innovate their customer engagement strategy even further. Omnichannel customer support allows businesses to engage customers on their channels of choice—whether that's a chat session on a messaging app or a text message exchange—and seamlessly carry those conversations to other channels when appropriate.
For example, a health insurance company equipped with this omnichannel support capability might route patients to concierge telehealth services, giving them access to prompt care regardless of whether they first contacted the company through social media, a messaging app, a voice call or another channel. In this way, a virtual contact center gives customers a consistent, high-quality experience across all interactions with the business, regardless of the touchpoint they used or the department they contacted.
Some insurance firms deploy AI-enabled chatbots to support a digital front door experience. Augmenting the contact center team with these solutions may save teams from having to field straightforward requests that don't require the expertise of a trained agent. A world-class network can further strengthen the standard of service within virtual contact center platforms through enhanced routing, network reporting and advanced business continuity measures. All help ensure that customers always receive timely, uninterrupted care.